AI-driven growth strategy that unlocked over $8 million in lead value

Context
HomeShield Direct, a provider of appliance protection plans based in Brighton in the United Kingdom, had achieved strong market penetration but faced challenges managing its customer lifecycle efficiently. The business relied on a mix of manual processes and legacy systems for sales, onboarding, and claim handling. Customer expectations were evolving toward faster response times and clearer communication, while internal teams were stretched by redundant tasks and limited digital integration. Leadership recognized that improving operational efficiency and customer trust would require more than new software - it would demand a redesign of the entire service experience.

Engagement
Atlantic Zero was engaged to reimagine HomeShield Direct’s digital sales and service ecosystem from a consultancy standpoint. We began with comprehensive journey mapping to identify key friction points in the user experience - from first interaction through to policy activation and claim resolution. This included interviews with frontline agents, reviews of support logs, and an audit of the existing CRM processes.

Our consultants designed a new service architecture that integrated marketing, operations, and customer support under one unified system. The blueprint defined data flows, handoffs, and escalation paths, ensuring that every team operated with shared visibility. We introduced structured workflows for policy management, improved self-service options for customers, and streamlined digital intake forms that reduced errors at the point of entry. The new model was built around proactive communication: customers received real-time updates on policy status, claims, and renewal opportunities through automated messaging.

We also developed operational playbooks and training materials to help teams adopt the new processes consistently. The focus was not only on efficiency but also on empathy - making sure that automation supported, rather than replaced, the human side of customer service.

Outcome
The redesign reduced average response times and eliminated duplication across teams. Customers reported a clearer understanding of plan coverage and greater confidence in HomeShield Direct’s communication. Internally, employees gained control over their workflows, and leadership could now monitor service performance through centralized dashboards. The organization transitioned from reactive management to proactive service delivery.

Reflection
The HomeShield Direct engagement reaffirmed a principle at the core of Atlantic Zero’s work: great customer experience begins behind the scenes. By aligning digital systems with human processes, the company created a service model defined by trust, clarity, and continuous improvement - turning operational efficiency into a lasting competitive advantage.

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