MONTREAL, Feb. 4, 2015 /CNW Telbec/ - Quebec company Réno-Assistance, now in its sixth year of operation, is launching three innovative, one-of-a-kind tools that will allow it more than ever to match clients with the best proven contractors for their renovation or construction projects. Réno-Assistance's referral service, a lifeline for people with nowhere to turn, has benefited more than 36,000 customers to date — via a growing network of over 750 "360° Verified" contractors.
The team behind Réno-Assistance now consists of 30 employees who assist customers and verify the credentials of contractors. The demand for the company's service is so huge that it has expanded its office space three times. Last year alone, more than 13,000 projects, with a total value of over $100 million, were awarded to Réno-Assistance, with 77% of the jobs in the residential sector, 16% in small commercial and multiple-unit housing projects and 7% in large commercial projects (such as restaurants, clinics and spas).
The key to the company's success? Réno-Assistance's renovation advisors who assist customers from start to finish with one of four specialized services: additions, interior projects, exterior projects and commercial projects. These advisors recommend a short list of contractors whose legal existence, solvency, RBQ license, liability insurance, judicial records, unresolved Office de la protection du consommateur complaints and customer references have been verified by Réno-Assistance.
It would appear that Réno-Assistance has found the recipe for unearthing renovation gems: its in-house surveys indicate that the contractors it refers have a 95.2% customer satisfaction rate, which is outstanding in an industry ranked as the 5th most problematic sector by the Office de la protection du consommateur.
Three innovative customer service tools
No fewer than six full-time employees constantly revalidate "360° Verified" contractors. To provide greater access to this wealth of information, Réno-Assistance is now launching three new powerful search and analysis tools:
- Contractor Confidence Index (CCI): This Index, considered "revolutionary" by Réno-Assistance, complements its "360° Verification" process and gauges the risk of default by a contractor. Like credit agency ratings (such as the Equifax Beacon Score), CCI provides a score out of 1,000, a predictive credibility rating based on reliability (35% of the score) current financial risk (30%), credit history and financial health indicators (25%), and the company's structure and sustainability (10%).
- 360° Verification Report presents, in an easy-to-read, standard format, data compiled by Réno-Assistance during its "360° Verification" process, including legal and financial information, customer testimonials and the CCI. The report, sent before any meeting with a recommended contractor, allows Réno-Assistance's customers to know who they are dealing with.
- PerfectMatch™ search engine allows Réno-Assistance's renovation advisors to select the perfect "360° Verified" contractors to best meet the specific needs of their customers. With the search engine, the advisors can refer to previous quotes, customer satisfaction for similar work, notes on the contractor from colleagues and any relevant information to make the "perfect match" every time.
"With these tools, we would like to ensure that our customers have as much information as possible to minimize their risk and showcase honest contractors who properly manage their business and satisfy their customers," said Eric Périgny, President of Réno-Assistance. "We want the customer-contractor relationship to be based on mutual trust and transparency."
In addition to these three new services for customers, Réno-Assistance has recently launched a web portal that helps contractors improve their efficiency. The company has also set up a free training program for them. These changes will both boost the quality of Réno-Assistance's entire network and improve the experience of its customers.
For more information, visit the new renoassistance.ca.