Recently, one of our home service technicians, Antonio Corzo, was in a member’s home in Bound Brook, New Jersey, repairing a washing machine. While diagnosing the problem, he discovered an issue that initially seemed like it would require a total washer replacement. That finding would mean a significant cost to the member, so Antonio wanted to confirm his diagnosis.
Instead of returning to the office to consult other technicians and then scheduling a follow-up appointment, or trying to explain the complex issue over the phone, Antonio used his smartphone featuring our new GoToAssist Seeit technology. He was able to show a master technician located at our service center in Round Rock, Texas, exactly what he saw in the member’s home. In just minutes, the two technicians collaborated, and repaired the washing machine, resulting in a faster, less costly resolution for the member who did not have to go another day without washing clothes.
“When we visit a member’s home, we know they are in a tough situation. Broken appliances interrupt their daily routines, and they have to take time out their busy schedule to meet with us for the repair,” said Antonio. “It brought me so much satisfaction to use cutting-edge technology on my smartphone, along with help from a master technician and the resources available to him, to quickly get the washing machine up and running again. The member was ecstatic.”
That’s why I’m excited Sears Home Services recently equipped all our technicians with GoToAssist Seeit on their smartphones. Now, if field technicians face unusual appliance issues, they can easily show our master technicians live videos and high-res images of the appliance problem. Our master technicians can quickly help diagnose the issue and coach the field technician through the repair. It’s like our field technicians have a master technician with them on every service visit.
This new technology empowers our technicians to fix appliances faster, and most of the time, in one visit, making it more convenient for our members to care for their homes. Plus, our members:
- Save time – Technicians equipped with this technology have resolved appliance issues and shortened service appointments by as much as 40 minutes.
- Gain access to functioning appliances faster – Technicians repaired significantly more existing appliances, meaning members did not have to wait for replacement parts for a repair, schedule an additional appointment or replace their appliance altogether. The result: members can keep the existing appliance they enjoy and are familiar using.
I conducted an interview with TWICE (This Week In Consumer Electronic) Magazine on this announcement, and encourage you to check it out.
Sears’ rich history of home appliance and services experience spans generations. Today, Sears Home Services is the nation’s No. 1 provider of appliance services with more than 6,000 expert technicians who make nearly 11 million service calls annually. As the trusted leader in appliance repair, we constantly innovate to improve the repair experience and make managing a home easier for our members – we truly are the “House Experts for Homeowners.”
Sears is proud to have earned the trust of our members and we will continue to find new ways to serve them by embracing innovation and technology.
Sean Skelley is the president of Sears Home Services