From Hidden Documents to High-Speed Service

HomeServe is a multi-national home emergency repairs and improvements company, serving over 1.5 million customers in the UK alone. The business generates a significant volume of documents for each of its customers, including policies, claims and complaints. This case study reveals how HomeServe unlocked masses of buried data into instantly discoverable insights.

THE QUEST FOR QUICK ANSWERS

At HomeServe, every phone call that the customer service representatives and legal teams took meant a need to locate the right information quickly. However, their existing process involved multiple manual steps that prolonged their ability to respond to the customer in an acceptable timeframe.

Finding documentation was just the first hurdle; extracting the key details to resolve enquiries or fulfil legal requests like Subject Access Requests and Right to be Forgotten was just another time-consuming obstacle.

This resulted in delayed responses, having a rippling effect on customer dissatisfaction and with mounting internal pressure, HomeServe needed a smarter way to cut through the noise and surface the right information instantly.

UNLOCKING THE POWER OF SEARCH

Delays weren’t an option for HomeServe anymore; they needed speed, clarity and confidence in every interaction. They had a bold vision to empower their teams to find answers instantly and handle legal requests without the back and forth.

Working closely with the customer, Elastacloud, an Acora Group Company, mapped out their current process and built a way forward with a Knowledge Platform that transforms document search into a painless process at the click of a button.

A sleek interface was introduced to the team, which allowed them to pull up documents using any customer detail, and a single remove function was enabled, making the Right to be Forgotten process simple.

In just 10 weeks, we mapped the architecture, built the search engine, and crafted a slick front-to-back platform powered by Azure Cognitive Search and Knowledge Miner, taking data storage and search functions to a whole new level.

NO MORE HIDE AND SEEK: DATA AT YOUR FINGERTIPS

HomeServe’s data is no longer buried; it’s instantly discoverable and accessible to their teams.

By enabling a quick and easy accessibility process, the team could access information in seconds, rather than minutes. Over 100 million documents are now searchable in real time, giving teams instant access to information that they need there and then. No more scrambling, no more delays, significantly enhancing the customer experience.