HomeServe Connect

The challenge

HomeServe provides home emergency insurance coverage and repairs for millions of customers in the UK and many more worldwide. Their vision is to be the world's most trusted provider of home repairs and improvements.

In addition to their insurance and repairs business in the UK, they also offer smart device installations through a vast network of engineers. Pixie Labs worked with HomeServe to manage and support a suite of digital products critical to their smart device installation business.

The ecosystem of digital products includes:

• a field service management (FSM) platform

• an API for 3rd party integrations

• a legacy enterprise mobile app for engineers, and

• a suite of KPI and performance dashboards.

Together, these digital products offer a sophisticated suite of features to manage the full lifecycle of installations, from capacity management to booking, completion and billing. It provides a fully trackable and auditable process with quantified customer feedback. Third-party platforms integrate via an authenticated API to create and track orders.

HomeServe needed to update the legacy enterprise mobile application to drive better customer service and enable installers to work more efficiently. Engineers used the legacy app throughout the UK to track, complete and report on smart thermostat installations. It was tightly integrated with critical systems and performed several business-critical workflows, so the rollout of the new app also had to result in no downtime to ensure business continuity while migrating staff to the new app.

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The solution

Working with their service delivery team to understand where improvements would deliver the most value, we designed, built and launched the new app in d just three months. We completed the rollout in controlled stages to manage risk during the launch, running the old and new apps in parallel. The new app significantly improved UX, connectivity and data capture to monitor service delivery.

The new app improved how engineers track their jobs, contact customers and record job outcomes (e.g. job photos & customer signatures). Critically, offline functionality ensured accurate data capture even when working in locations with poor mobile reception, which promotes a consistently excellent customer experience.

We also worked with various stakeholders across the business to develop a new suite of management information dashboards to support improving installation performance. We helped HomeServe automate reporting workflows, enabling them to confidently expand their partner network and improve their customer service, resulting in an NPS score of 66.8 for their installation service.

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"The Pixie Labs team are a real pleasure to work with. They have developed a fantastic understanding of the HomeServe business that enables them to come up with creative and effective ideas. They always focus on properly defining the problem before rushing to a solution. Projects are delivered impressively quickly and the quality of their work is consistently excellent." - Mike Hilliar, Head of New Product Development @ HomeServe.