HomeServe USA

New organizational culture and business model
created by implementing digital technology

HomeServe USA's IT infrastructure was lagging behind its rapid business growth, leaving its business processes reliant on inefficient and time consuming transaction processing. Connecting people and systems with FUJITSU RunMyProcess technology led to business transformation and changes in the organizational culture.

People and systems are connected, information is available in real-time and everyone knows exactly where their input is required, leaving them free to focus on more valuable activities.

Helen Boyian,
Product Operations Director, HomeServe USA

Digital technology proved indispensable in entering new markets

HomeServe USA's mission is to free its customers from the worry and inconvenience of home emergency repairs. Since 2003, it has been providing affordable home emergency service plans that offer protection from the high cost of repair bills and provide help for emergency repairs, all with just one phone call. The company serves over 2 million homeowners in the US and Canada and dedicates itself to being a customer-focused company providing best-in-class emergency repair plans to consumers, both directly and via leading municipal utility partners.

HomeServe USA (HomeServe) prides itself on its entrepreneurial zeal. It has seen 20% year on year growth over a 5 year period, but this rapid growth presented challenges. Technology investment lagged behind business expansion and many key processes relied on manual intervention. This created a barrier to scale, causing increasing inefficiency and ultimately threatening its ability to sustain its impressive growth.

"We wanted to use digital technology to create a more accurate, efficient and scalable business that could sustainably absorb market growth – without losing speed and entrepreneurial spirit," explains Helen Boyian, Product Operations Director, HomeServe USA. "It was important to start with a concrete external outcome that made a real difference to the scalability and security of the business while at the same time allowing the business to focus on its primary goal of delivering high quality consumer services."

Launching new or customized products to enter new markets or support partner requests is a key enabler to growth within the HomeServe business, with delays forming a hurdle to innovation. But HomeServe also operates in a complex regulatory environment, where different states apply different regulations depending on whether their services are viewed as warranty services or insurance products. Compliance failures can result in more than customer dissatisfaction; failure to comply with published terms and conditions can result in significant regulatory risk.

"Ensuring the timely and accurate introduction of new, updated or customized products – including proper state filing and organizational readiness to deliver the right T&Cs - is a critical strategic need," adds Helen Boyian. "Existing manual processes were becoming stretched to the limit, with a lack of cross functional visibility and control putting the business at risk and delaying growth." (For details please see page 34, Book2)

Customer Profile
Address 601 Merritt 7, Norwalk, CT, United States of America
Founded 2003
Employees Over 800

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