Having a disaster affect a home is one of the worst things thatcan happen to a family. All at once, their basic needs becomepriorities—food, shelter and clothing. From CRDN's perspective, aslong as everyone comes out uninjured, then it may be the luckiestday of their lives—because everything else can be replaced—orrestored. This is where CRDN comes into their story.

One of the first questions racing through the mind of an insuredwho has just suffered a loss typically is, “Where am I going tosleep tonight?” What isn't immediately top of mind is what they aregoing to wear tomorrow. Or the next day. Or next week. CRDNthoroughly understands this position and has developed a systematicprocess and approach to customer service that provides multiplebenefits to all those involved with the loss.

It starts with the insured. When CRDN meets with the homeowner,we review a checklist of common items that helps them identify whatthey and other members of the household might need, whether clothesfor work, school, special events, sports, etc. This enables us toprovide an efficient and meaningful service to the insured thatpositively impacts satisfaction. By improving the customer serviceexperience, CRDN enables the insured to focus on dealing with thecomplexities of their loss rather than having to shop for clothesduring what is typically a hectic time. 

CRDN's “Immediate Needs” service then restores 10 to 14 days'worth of necessary clothing, shoes and other necessary items in aslittle as 24 hours. Our service is especially valuable for itemsthat cannot be purchased immediately, such as custom-tailoredclothing, uniforms and logo wear required for work, kids' sportsuniforms, outdoor sportswear (such as hunting clothes), formalwear, religious garments and the like.

But it's more than just a customer service benefit. This servicebenefits insurers by reducing Additional Living Expense (ALE), andit provides “proof of concept” for the homeowner as the firstevidence that restoration really does work. In many cases, aninsured can be skeptical that anything on a loss site can berestored. When they receive their “Immediate Needs” clothing withina day or two, they see the results and often become more confidentin the overall restoration process.

For the adjuster, CRDN's “Immediate Needs” service presents anopportunity to gauge the insured's mindset about the claims processearly on, as we can serve as another set of “eyes and ears” on aclaim. Our interaction at the onset enables our professionals toinform the adjuster about any unusual circumstances or extremelevels of distress that may affect other parts of the claimhandling as well.

Oftentimes, “Immediate Needs” textile restoration demonstratesaction and may be the first opportunity to deliver on the promiseof the insurance policy to restore items to pre-loss condition. Andit can reinforce your company's brand with the insured, as CRDNtakes very seriously the responsibility entrusted to us whenassigned a claim by an insurance representative who expects timelyresponse, and efficient and empathetic customer care.

In many cases, CRDN's service is necessary before mitigation canbegin. For example, window treatments need to be removed, anddressers need to be emptied. The faster we can be on-site and beginan inventory and pack-out, the sooner other restorationprofessionals can begin their jobs efficiently. It's part of amethodic approach that makes the restoration process flow moresmoothly when well-orchestrated according to establishedprotocols.

CRDN's “Immediate Needs” service focuses on the needs of allinvolved with the loss, from the homeowner to the restorationcontractor to the insurance representative, to create opportunitiesfor a positive and impactful customer experience that also benefitsthe other professionals involved with helping homeowners resumetheir normal lives.
 

Wayne M. Wudyka is founder and Chief Executive Officer ofCRDN (Certified Restoration Drycleaning Network), an internationalorganization of experienced, highly trained textile experts whospecialize in insurance restoration laundry and drycleaningservices for all types of loss. Adept at restoring personalgarments and household fabrics damaged by fire, smoke, water orexposure to mold and other contaminants, CRDN members offer aneffective, efficient and proven solution for insuranceprofessionals seeking to reduce costs and improve customersatisfaction. CRDN currently operates in the United States, Canadaand the United Kingdom. The organization's website is www.CRDN.com, and claimsassignment can be made across the United States by calling1-800-963-CRDN (2736), as well as via the web or mobileapp.