CET’s extensive range of services include:
CET does the right thing for customers, always – and that means creating bespoke services, keeping them informed, treating them fairly and always delivering on promises. Whatever the challenge, we will work tirelessly until we have finished the job to the customer’s satisfaction.
CET Property Assurance provides a reliable, nationwide drainage investigation and repair service; featuring drainage mapping, CCTV surveying and 24/7 emergency drainage response.
CET is the UK’s leading provider of subsidence investigation and remediation services. Our service includes foundation and drainage investigation, soil analysis and building monitoring.
In 2021, CET first moved into claims handling relating to a range of brown and white goods, including anything from TVs and coffee machines to dishwashers and fridges.
24/7 Home Emergency
We understand that home emergency is very personal. A customer’s home is under threat and they need to reach out to a professional service that offers both empathy and an efficient solution to their problem. That’s why our home emergency response team is comprised of highly-trained staff with a wealth of experience in customer-facing services.
We aim to provide customer service excellence first time, every time, so our processes are designed to take away the stress and deliver a resolution as quickly as possible. We regularly review all processes and procedures with our clients to ensure that everything we do adds value, avoids delays, reduces costs and, above all, enhances the customer experience.
Intelligent Job Management
CET’s innovative job management application – SIMPLIFi – was first introduced in February 2015 and enables our network of approved tradespeople to receive notification of home emergency jobs direct to their mobile device.
SIMPLIFi allows the CET Customer Service Centre to assign jobs to individual tradespeople and enables the exchange of real-time feedback and job status updates, whilst on-site or in transit. This, in turn, creates a better customer experience.
We have a dedicated team of developers who are always improving and updating the SIMPLIFi platform to ensure contractors and customers have the smoothest claim journey possible.
Integrating Home Emergency with Permanent Repairs
Standard home emergency is designed to deal with the emergency, but not with any subsequent remedial work. More often than not, a householder’s emergency cover and home insurance will be with the same company.
Once the initial claim has been dealt with, the policyholder has to start the process over again to deal with the resulting damage – more calls, more stress and a poor customer journey.
As a customer service proposition, not only is this unwieldy but it simply doesn’t make sense. The customer has to repeat the claims process with the same insurer, adding time and unnecessary complexity to the process.
CET is working with insurers to provide a service that incorporates the emergency claim and subsequent permanent repair in a single, unified process that only requires the policyholder to make one call. The result is a significantly improved customer experience that minimises stress for the customer, reduces the claim lifecycle and removes costly process stages for the insurer.
CET’s contact centre is on call 24/7 to provide an emergency drain unblocking service to both residential and commercial properties. Whatever the challenge, we can quickly have a specialist underground services team on-site to diagnose and solve the problem where it is safe to do so.
CET provides a reliable, nationwide drainage investigation and repair service. Our fully-trained operatives use best-practice techniques to investigate and analyse drainage networks. Once the investigation is complete we will make recommendations either for remedial work to repair existing damage, or preventative work to mitigate future risk.
Using CCTV technology, we provide customers with detailed surveys of drainage systems; these surveys are streamed direct from site to reduce time between survey and reporting.
Every survey is the subject of a detailed desk-top review to ensure that the repair recommendations are applied uniformly and without over-scoping. We can also provide repair estimates with our surveys and, where required, we have the skills and experience to carry out remediation works.
All repair work is carried out using approved processes and materials to deliver technically sound, cost effective solutions. When it comes to drain repair, our first objective is to minimise the impact on access and to the property itself. Where possible we employ ‘no-dig’ technology. Where more invasive solutions are unavoidable, we make sure that all re-instatement works are carried out to the highest standards.
We work closely with our clients to identify ways of improving our combined processes. For our core insurance clients, we recognise the need to provide a quality customer service while reducing claim costs and timelines. Our technical teams work in conjunction with our clients’ claims technicians to ensure that we control costs and manage claims fairly for every customer. CET demonstrates significant value when we manage the scope of claims for our insurer clients. Where a customer has chosen their own supplier to fulfil a work order, we are often able to manage significant costs out of the job.
Appliance Warranty Services
To cover warranties across the UK, CET repurposed SIMPLIFi to give the CET customer service team the ability to establish instantly the level of cover provided by CPP when a policy holder calls. At the touch of the button, they can dispatch a service engineer immediately who will either fix it on site there and then, or if it is deemed beyond economical repair, will offer an amount of monies to go towards the cost of a replacement.
"SIMPLIFi exemplifies why building with Twilio is a great strategy for businesses of any size. We're proud to work with the team at CET and the support we've given to help develop such a high-quality platform and continue to be impressed with their digital transformation. They've taken extensive domain knowledge, combined Twilio's powerful, developer-trusted APIs and built something that truly differentiates them in the market."