Business Development
The IME Business Development Team has developed unique and customized programs for retailers across virtually every category of home improvement products and services.
Compliance
The Compliance Department vets every contractor to ensure that contractors:
Most importantly, IME monitors compliance on an ongoing basis, not just at the time of on boarding. For example, if a contractor’s license expires without renewal, MIC will not allow leads to be assigned to that contractor.
In addition, IME’s software notifies the Compliance Team and the contractor in advance of expiration to ensure that licenses and insurance are maintained.
Customer Solutions
The Customer Solutions Team tracks every service issue reported and works with the contractor to ensure that:
Field Operations
IME has a team of Regional Managers dedicated to each retail program who:
IME also has a team of Field Recruiters who focus on identifying a consistent pool of contractors to participate in these retail programs. This is essential to ensuring that existing contractors can be held accountable to follow processes and take care of the customer.
Call Center
IME’s Call Center, powered with five9 software, is available from 8am – 9pm nationwide, with 24/7 overflow coverage, to support customers and contractors with respect to:
Call Center Dashboard alerts notify Call Center Reps when specified follow up action is required. Load balancing functionality helps ensure that alerts are handled efficiently.