Negotiating and Investigating Damage Claims
How we do it
HGS works closely with the client and primary account contact to focus on cost efficiencies. As a true brand advocate and ambassador, HGS introduces the client- and customer-first mindset from day one. Onboarding and training includes significant emphasis on cross-selling and upselling opportunities and tactics— from rebates to damages claims management as well as detailedproduct education regarding lawn care products, herbicides, insecticides, and fungicides.
Stringent scripting for damage claims calls—from wrong product mix ratio to customer product misuse—focuses on empathetic complaint handling and assessment, with first response problem solving aimed at the chief objective of credit. HGS also has developed and built on a process to research claims—even using maps technology to determine location of complaint, to triage claims, and avoid nonessential costs. While maintaining a customer service excellence mindset, HGS has been able to employ communication and escalation avoidance to drive down payouts for the client. In fact, to counter any losses, HGS sends rebates to customers to support cross-sell potential.
With HGS’s customer service and claims management innovation, HGS continues to deliver higher rates of cost savings for the client. Last year, HGS negotiated away the majority of damage claims, for a 62% cost savings for the client.