To become the market leader in England, Homeserve had huge expansion plans. They wanted people to say Home Services is HomeServe. They understood Customer's issues and wanted to disrupt the market by providing home related services within minutes. They called it HomeServe Now. They knew that digitising the entire flow right from onboarding a Service partner to providing on-the-go service to end users is a must. With plans to acquire new customers, it was necessary to onboard suppliers and engineers too to cater to the demand. HomeServe Now suppliers and engineers were manually onboarded. Onboarding even one engineer was costly because it required collaboration amongst numerous teams and manual labour. It was also a people-intensive process. This took time which had to be reduced to meet the projected customer demands.

HomeServe Now is an England-based home emergency repair and improvement company. It is a subsidiary of HomeServe which was founded in 1993 and has offices in the United Kingdom, the United States, Canada, France, Spain, and Japan.

Our way of working solved some of the core challenges like communication and taking things live fast. We had daily calls with the relevant members from HomeServe's side to better understand the issues at hand. We used a lot of collaborative tools to form a common understanding across the board. We identified items which were small but had a larger business impact and worked on it. The most challenging task was to grasp the situation and develop a product plan which will help the business to meet the business needs. The Product manager and the team ran various workshops which helped to align the product strategy and timelines with the CxOs and other business stakeholders. While designing a product/solution roadmap with CXOs and business stakeholders, the team focused on quick wins to address immediate improvements in the onboarding process.

The team worked on the idea to make the platform self-served so that the Service Providers can onboard themselves within minutes and get started soon. It was a big breakthrough as this self-served onboarding tool allowed engineers to create an account, upload their information, submit an application for review, and follow their application progress and notifications. The network support team reviewed and managed these applications through the Back office application. This helped HomeServe Now to quickly onboard a lot of Service Partners within a few weeks. The next big update was the marketing website, which provided information on the benefits of becoming a HomeServe Now partner. This helped them to reach out to a lot of potential Service providers and excited them to be HomeServe Now partners.

Next, the team worked on automating the document verification procedure, which was prone to manual errors. This helped to digitise the process and substantially reduce the time to market.

Later, the team focused on making the process more efficient by automating the rate card assignment and contract administration, which had an immediate and direct impact on lowering the onboarding time by a couple of weeks.

We picked a tech stack that included DynamoDB, AWS, React, React Native, Bootstrap, Heap, Hotjar, and Salesforce for quick deployment and upgrades.

The designed solution helped to shorten the Partner onboarding time to less than a week, improve HomeServe Now's operational efficiency, assisting them in scaling their business and capitalising on missed business opportunities.