Case Study

HomeServe

Working directly for HomeServe as the technical lead, the HomeServe website (launched mid 2008) was completely rebuilt; accommodating the companies re-brand, extending and enhancing the existing website's functionality / content / user experience and adding a whole new e-commerce system.

In addition, a new and fully featured web-based call centre booking and order management system was built and launched alongside the new website.

Managing the relationship with HomeServe's external design agency, strategic decisions on marketing the website and deciding on 3rd party suppliers was also required for the completion of this project.

Examples of delivered functionality included:

• a large, multi-tiered e-commerce system, with full back office integration
• web-based call-centre telephone booking system
• integration of multiple 3rd party feeds and API
• full integration with external payment gateway (with full 3DSecure, CV2 and continuous payment integration)
• award winning help and advice section with problem solving guides, fault advisors, self-help videos / podcasts and jargon busters
• self serve customer account management, allowing management of orders, payment methods, addresses and personal data
• a greatly enhanced SEO (search engine optimisation) strategy, heavily focusing on localised searches, which accounted for 60% of all customer searches.

The new website was praised a complete success, with existing insurance policy sales up by 30% and a successfully implemented new revenue stream provided by the new direct tradesman booking service (running as a pilot scheme in the west midlands).