Case Study

THE POWER AND POTENTIAL OF HOME WARRANTY PROGRAMS | A Win for the Customer and for the Utility

Posted to American Water Homeowner Services in the Utility Management Group
image credit: AmWater
Rob Gilpin's picture
Director of Business Development American Water

For over 25 years, Rob has been helping utilities including Georgia Power, Eversource, Ameren, Oncor, Avista, Alabama Power, Alliant Energy, Xcel Energy, JEA and OUC improve both Customer...

  • Member since 2019
  • 4 items added with 20,542 views
  • Sep 10, 2020

The economic downturn has impacted utilities and their residential customers alike. 

Many utilities are searching for solutions that they can rapidly deploy to help replace at least some of the revenue lost through recent payment moratoria. 

For many utilities, home warranty programs are proving to be a boon, benefiting both the homeowner (through low monthly payments for a warranty that eliminates the potentially high cost of home repairs) and the utility (through significant new revenue streams and an increase in customer satisfaction). 

This case study highlights:

  • A revenue model that illustrates the potential financial benefit for utilities. 
  • Several prominent studies that quantify the improvement in customer satisfaction ratings once utilities begin to offer home warranty programs. 
  • Actionable 'next steps' that utilities may follow to deliver a home warranty service program for their customers.

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