university of illinois january 12, 2002. who is servicemaster home service center? introduction...
TRANSCRIPT
University of IllinoisJanuary 12, 2002
Who is ServiceMaster Home Service Center?
INTRODUCTION
ServiceMaster Home Service Center is the single source solution that allows the busy homeowner to research, schedule and purchase home services and related products online or by telephone 24 hours a day. It is the only home services network that offers homeowners leading national and local brands and guarantees their work 100%, assuming total responsibility for complete customer satisfaction.
Single Source Solution
Complete solution for all home service needs
We partner with only the #1 or #2 brands in each service category
Nationwide service coverage
Convenient and Timely
Research, schedule and purchase services online at ServiceMaster Home Service Center.com
Call 1-888 WE SERVE to research, schedule and purchase service over the phone
Premium appointment times for scheduling, even weekends and evenings
Dependable Fulfillment and Customer Care
100% guarantee of fulfillment satisfaction
5,800 service branches and 29,000 service vehicles
65 customer care analysts
Appliance
Electrical
Maid Service
Carpet & Upholstery Cleaning
Plumbing
HVAC
Home Inspection
Lawn Care
Disaster Recovery
Home Warranty
Furniture Repair Home
Security
Pest Control
Other Services Products Content
Home Improvement
Water Delivery
Home Decorating
ServiceMaster Home Service Center Services
ServiceMaster Home Service Center Objectives
Help people organize and simplify their lives
ServiceMaster Home Service Center provides today’s busy households with a complete suite of home services designed to take the hassle out of maintaining a beautiful home
One-Stop-Shopping on ServiceMaster.com saves the customer the trouble of shopping all over town for different services
On-line scheduling and purchasing technology is quick, easy and convenient
Pioneer a new medium for research, order and fulfillment of home services
Best in class brands/quality service partners
Responsibility for outcome not activity
Unparalleled customer experience
Why is ServiceMaster Home Service Center unique?
Only company to offer market leading home services brands
Only company with 29,000 vehicles available for service (3 rd largest private fleet behind FedEx and UPS)
Only company to have control over service delivery
Only company backward integrated into fulfillment network (5,800 service branches)
Only electronic service network in the market; ServiceMaster Home Service Center is not a “referral model”
Only company with national coverage and local presence
Only service company funded by both a top Fortune 500 company (SVM) and top Venture Capital Firm (KPCB)
Brand Services Customers Locations Market Position
Lawn, shrub and tree care 2.5M 370 #1
Landscaping -- 45 #1
Pest and termite control 2.6M 500 #1
Maid service 250K 900 #1
Home warranty 750K 12,500 #1
Carpet, Upholstery and drapery Cleaning
900K 3,400 #1
HVAC repair and plumbing services
1.0M 100 #1 / #2
Furniture repair 150K 530 #1
Home inspections 125K 244 #1
* Home Security and Fire Detection
700K 100 #2
*Handyman Services 200K 144 #1
*Appliance Repair 9M 700 #1
ServiceMaster Competitive Advantage
*Non-ServiceMaster Brand
ServiceMaster, the most admired outsourcing company in the Fortune 500, has shown steady revenue growth and profitability over the last two decades
INTRODUCTION
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Billions of
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Billions of
DollarsEPS
Operating Revenue vs. EPS 1980 - 2000
Customer Level Revenue*
1985 1995 2000
Revenue CAGR%
14.3%
* Note: Customer Level Revenue defined as the combined revenue of ServiceMaster’s operations and estimated revenues of its independently licensed franchises
$1.0
$4.5
$7.7
ServiceMaster Customer Target
Matures(55-75)
YoungSingles OlderSingles YoungDINKS OlderDINKS ParentsofYoungChildren ParentsofTeenagers SandwichEmptyNesters,Older
Unattached
Age(adult) 18-35 36-54 18-44 45-54 21-49 35-54 21-54 55+
MaritalStatusNotMarried
(widow/divorced/single)NotMarried
(widow/divorced/single) NotRelevant NotRelevant NotRelevant NotRelevant NotRelevant NotRelevant
EverHadChildren No No No No Yes Yes Yes Yes
ChildreninHH 0 0 0 0 1+ 1+ 1+ 0
Age(child) - - - - 0-12 13-22 0-22
Employment NotRelevant NotRelevant BothEmployed BothEmployed NotRelevant NotRelevant NotRelevant Employed,Retired
HHI
Psychographics
MainFocus Self Self Self Self Kids Kids KidsandParents SelfandCommunity
Lifestyle"hotbuttons"
Friends,Fun,LookingGoodandFeelingFit,Internet,Individualism,Trendiness,Ethnicity
Non-traditionalists,havefinancialdifficulties,strongfocuson
retirement,Independence
Career,financialfreedom,buyinghome-basedproducts,self-indulgence,havingfun,
internet,familyplanning
Lifeafterretirement,self-indulgence,havingfun,homeentertaining
Homeandfamily,tradition,balancebetweenworkandhome,spendingcarefully,activesavers,price-
conscious,strappedfortime,stress
SameasParentswithpre-schoolers SameasParentsx2
Self-fulfillment,fun/relaxation/travel,health,retirement,religion,home,community,financial
savvynessandplanning,leavingworkforcelater,worriedaboutthefuture
ImportantShoppingFactors Brand,Trend LessDiscriminatingBrand,Service,
DemandingShoppersBrand,Service,
DemandingShoppers Price,Advice Price,Advice SameasParentsx2PersonalRelationships,Trust,Habit,Patriotism
FinancialPriorityVacation,Personal
Hobbies Retirement
Vacation,BuyingaHouse,Planninga
FamilyRetirement,Community,
ExtendedFamilyKid'sEducation,Buyinga
HouseKid'sEducationand
Retirement
Kid'sEducation,CaringForElderlyParents,
Retirement
Retirement,Vacation,PersonalInterests,Grandchildren
SVM HSC Target
Singles(18-54) DINKS(18-54) Parents(21-54)
Demographics