Homeserve Trace

The field service management system used for all UK based franchisees.

The Brief

HomeServe PLC is a home emergency repair business which offers home emergency cover to protect its customers’ boilers, central heating, plumbing and electrics. It has almost 2 million customers in the UK and a nationwide network of approved engineers.

After visiting one of our Wayforce clients, QHS, and experiencing the software first-hand, HomeServe asked about adapting the system to benefit its own operations and to support plans for a franchise arm of its business.

The Process

Wayforce is an all-in-one system for onsite service providers that allows users to manage their customers, jobs, and service contracts all in one place. This saves time by ensuring all jobs are handled and invoiced in real-time, as well as eliminating unnecessary paper-work.

Working together, we were able to quickly plan a delivery roadmap for adapting the Wayforce software to suit HomeServe’s business objectives. We utilised the existing Wayforce code and called the updated system, Trace.

A small internal team at HomeServe headed the project and we worked alongside them as an Extended Team . We needed to extend the capabilities of Wayforce to have new bespoke parts added and to utilise Microsoft Azure that was to be used across the whole business.

The Result

HomeServe required a quick turnaround for the system which we fulfilled, and the outcome was a success. Because of the use of this system, HomeServe was able to launch the franchise arm of its business.

We created a central place where data can be managed which enables 30 franchisees to use the system. We integrated the app’s data with enterprise reporting solutions and other systems that HomeServe used across the business. We also added triggered email functionality for users based on specific events around the business.

Waymark has years of business knowledge in heating and management systems and its this that enabled HomeServe to trust us throughout this project. We still provide ongoing technical support to HomeServe and it continues to use Trace successfully throughout its national organisation.