Total Home Protection (THP) blazes its way into the future and ahead of its competition with their new AI-based Proprietary CRM System. Designed to connect them with their loyal home warranty policyholders to provide the best possible customer service in the business.
Get to know Total Home Protection CEO, David Seruya, today as we interview him on their plans moving towards 2021.
What inspired you to become the man that you are today?
David Seruya: Rather than what, I’d say it was a who. It was my dad who inspired me. Of course, as a child, his influence on my life was irreplaceable, but most important of all, I respected how hard he worked. Not just at his job, which he attended 6-7 days a week, but also as a father and husband. After all, he was the type of dad who didn’t hesitate to give in to my requests for him to become the scoutmaster at our weekend league games.
Now, as a father of three children of my own, I save my weekends specifically for spending time with my family to mirror his ethics. And that’s not something I would ever give up.
What’s something that others would be surprised to know about you?
David Seruya: I’m actually a rather creative person. Art had always been my passion growing up, and I was infinitely proud of the fact that I was good at it. Whether it be fine art drawing or more professional-orientated creative hobbies like architecture or interior design, I dove into it without hesitation. And now, even as I ground myself wholeheartedly into the home warranty business, it’s still a hobby that I enjoy.
In a few sentences, how would you describe your home warranty business, Total Home Protection, to someone completely new to the service?
David Seruya: Total Home Protection is exactly what it says on the label. It’s Total home protection. By purchasing one of our coverage plans, you can rest easy knowing that your home’s appliances and main systems will be protected from damages caused by natural wear and tear. And, if we can’t repair them, we replace them. No matter the age, make, or model.
And what benefits do your policyholders have over others?
David Seruya: Our home warranty coverage is extensive, with two combination plans to choose from, and an add-on selection package for adding on to your original coverage plan. Our customer service team is available 24/7, and with our new CRM platform, you can stay updated on the progress of both current and past coverage claims. Also, our team leaders do all the heavy lifting for you by being very careful when picking out contractors for our network with extensive pre-screening and regular evaluations via customer satisfaction surveys.
With Total Home Protection, you can rest easy. We always have our customers in mind. And we would never dare to cut any corners when it comes to providing the best service possible.
What can you tell us about the newest technological addition to Total Home Protection?
David Seruya: It’s something we were working on for a long time. We dedicated a lot of our resources to create this AI technology that would allow us to offer more transparency in our work process, and create an environment that was conducive to not only the excellent customer service that we uphold but also one that would allow us to scale the company more quickly by reducing the risk of human error, labor costs, telephone hold times, etc.
Overall? With this in our arsenal, we’ve gone leaps ahead of the rest of our competitors, all while giving ourselves a way of tracking, managing, and storing all the data that we receive so that it can be translated down the line into insights that will allow us to continue to grow and improve as a company.
What projects are you currently working on now that this new tech has been released?
David Seruya: I think that the global pandemic has taught us a lot about how we should run our businesses. Not only has it taught me to be even more of a believer in automation, but it has also taught me how to remain flexible. It reminded me that, as a business owner, it’s important that you can react and adapt to the changing times.
In any case, there has been a lot of talk going on in the office regarding how we can improve our services further. One subject that comes to mind is our range of plans. Specifically, we’re exploring the idea of adding a tertiary tier to our coverage. One that is slightly more limited, worth around $10-20 per month, so that we could have something to offer for homeowners working on a small budget.