Case Study

HomeAdvisor

HomeAdvisor Logo

HomeAdvisor ITSM strategy now ‘up to code’

Business Impact

  • IT now positioned to handle growth, support agile nature of the company
  • Automation and customization result in better end-user experience
  • Cost and time savings improve company’s bottom line
Construction Worker
  • HR On-and-Off Boarding reduced from 2 weeks to 4 hours
  • 10 full-time IT employees repurposed
  • 40 out of 45 HR tasks automated

Company Background

In 1999, HomeAdvisor was launched as a resource to connect homeowners with pre-screened service professionals. What started out as a small venture has grown into a tech company of 5,000 employees that saw 13-percent annual growth last year. HomeAdvisor recently bought its biggest competitor and today essentially corners the market. The company provides homeowners the tools and resources they need to complete their home improvement, maintenance and repair projects.

The Challenge

HomeAdvisor has experienced tremendous growth, a trend company executives expect to continue. While that’s great news for the bottom line, it puts a strain on a company’s IT infrastructure. HomeAdvisor was using what amounted to a glorified mailbox for its IT Service Management (ITSM) – a solution that didn’t support the company’s initiatives or growth. HomeAdvisor needed a highly-customizable solution that included built-in automation and a sleek, easy-to-navigate interface.

Construction Worker

"For every dollar HomeAdvisor spends on Cherwell, the company saves two dollars." - David Cannode, Director, Technical Operations, HomeAdvisor

The Solution

HomeAdvisor evaluated ITSM solutions from ServiceNow and BMC Remedy but chose Cherwell for many reasons, including its flexible and easy implementation of Microsoft PowerShell scripts, as well as its succinct and automated workflow-builder that doesn’t require help from third-party tools. The result was the transformation of HomeAdvisor’s onboarding and off-boarding process. What used to take two weeks now takes four hours. And 40 out of 45 tasks involved in the process have been completely automated.

 

Cost was also key in the decision to deploy Cherwell, both in the traditional sense of a lower-priced solution and in terms of human resources. In the two years since the launching its onboarding and off-boarding process with Cherwell, HomeAdvisor has saved the equivalent of 10 full-time employees. And, because Cherwell is codeless, HomeAdvisor is able to hire administrators instead of developers. Not only are developers harder to find, they are also more expensive to employ, costing a minimum of $30,000 more per year in salary than an entry-level administrator.

 

Cherwell Service Management is making a world of difference in what this small IT team of just four people can accomplish. They are implementing Cherwell Asset Management (CAM) to build out the configuration management database (CMDB) and have found Cherwell mApp™ Exchange to be particularly valuable. It allowed them to develop the HR information system (HRIS) and CMDB with minimal manual integrations in just a quarter of the time it would have taken to build from the ground up.

 

HomeAdvisor prides itself on being agile and Cherwell’s no-code platform completely supports that. The IT team moved accounts payable into Cherwell in just three months, including automating workflows and building out the business objects, forms and numerous one-steps.

 

Thanks again to the no-code nature of the Cherwell platform, development time has been cut significantly, delivering seamless service into the hands of end users more quickly. Things like an API call that would have taken a week to build without Cherwell can be accomplished in a matter of hours. And because Cherwell is almost effortlessly customizable, HomeAdvisor IT can quickly personalize the interface for teams across the company, like Facilities and Accounts Payable. This includes reporting dashboards, home screens and business objects optimized to the needs of the specific business group.

 

The HomeAdvisor IT team has been tasked with moving Customer Care into Cherwell.  Currently, Customer Care works out of 18 different mailboxes, to the tune of just under a million tickets created in a year with no tracking. Moving 18 mailboxes into Cherwell is a major undertaking, and the HomeAdvisor IT team is grateful that Cherwell allows them to take a phased approach to the project. Not only will this make the process manageable, it will boost quality control and add a long-awaited chain of custody approach to ticketing for a much better service experience.

"Cherwell offers the customization that no other tool I know of offers." - Dylan Read, ITSM administrator, HomeAdvisor