At Chem-Dry we believe that our market leading position comes from innovative thinking and in-depth expertise. Ten years ago we created a Mobile Response Unit to assist staff in emergency situations. From this idea, we have developed an Emergency Response Plan, which includes the use of Customer Contact Centres.

Initially the Mobile Response Unit was introduced to assist Chem-Dry staff in an area of the field when a flood or fire emergency arose. Now we are able to distribute the Customer Contact Centres to countless areas up and down the country.

After managing over 1,000 out of 1,800 affected properties during the 2005 Carlisle flooding, Chem-Dry focussed on the development of an Emergency Response Plan with the assistance of a local building supplier. Customer Contact Centres were at the heart of this plan and were used during the 2007 summer floods in the East Riding and Gloucestershire areas.

These Centres provide a secure, dry place in which computing, state-of-the-art  e-communications and other technology provides a direct communication link to the Chem-Dry Call Centre where claims are processed and managed.

Staff are able to control and co-ordinate work instructions immediately as well as responding to technical and administrative queries from insurers, loss adjusters and policyholders. The main objective of Customer Contact Centres is to enhance speed and accuracy into claims management where a significant disaster has occured and multiple properties may be involved.