The old platform was the bottleneck
Home Warranty Inc. helps homeowners protect the systems and appliances they count on. Good business. The problem was never the business — it was the software running underneath it, built for a smaller, simpler version of the company.
Almost everything happened by hand. Someone had to pick and send every email based on the exact contract or claim. Work orders got missed. Welcome letters slipped through. Renewals meant manually pulling together bulk sends. And there was no texting at all, so homeowners were often left guessing about where their claim stood.
Then there was the bigger issue. The platform couldn't talk to anything else. Two systems the team leaned on daily — Salesforce and their VOIP phone system — simply wouldn't connect.
"Our team had to manually select every email to send based on the contract or claim. Work orders got missed, welcome letters were overlooked, and renewal emails meant manual bulk sends. We had no texting, so homeowners didn't always get consistent claim updates." Chris Brooks
Every one of those gaps got more expensive as the volume climbed. They didn't need software for its own sake. They needed a warranty platform that could take the repetitive work off their hands and actually plug into the rest of the business.
Not many options. One obvious winner.
When Chris went looking, the field was thin.
"There were very few viable options. We evaluated the primary alternative, and the difference was night and day in both functionality and UI. It felt like a midpoint between our legacy platform and WarrantyHub." Chris Brooks
The parent company floated the idea of running everything on Salesforce. That one died fast. As a standalone warranty platform it was clunky and expensive — more than the team needed and less than they wanted.
What set WarrantyHub apart wasn't only the product. It was the willingness to build around the way Home Warranty Inc. actually worked. That's what made the Salesforce and VOIP connections possible in the first place.
What actually changed
The communication runs itself now
This was the big one. All those manual, easy-to-miss emails? Gone. Claim updates now go out automatically by email and text the moment a claim changes status, so homeowners stay in the loop without anyone babysitting an inbox.
"Once the platform launched, claims processing improved significantly, most notably in communication. Before, emails were often missed because everything was manual, and we had no texting. Now automated emails and text notifications for claim status keep communication consistent and timely, which has greatly improved the experience for both our team and our homeowners." Chris Brooks
Integrations they could never get before
Salesforce and the VOIP system that wouldn't touch the old platform are now built right into operations. No more bouncing between disconnected tools. And the team got the parts of Salesforce that mattered without the cost and headache of running everything on it.
A real view of every claim
A kanban board and live metrics replaced the guesswork. The ops team can see exactly where each claim sits and what needs a nudge. Leadership got that same clarity where it counts most. Renewals are one of the company's biggest KPIs, and they used to be stitched together by hand. Now they sit right on a dashboard.
"The dashboard makes renewals, one of our biggest KPIs, very easy to track in WarrantyHub." Chris Brooks