HomeServe builds £30m single view of its customers with Pega

HomeServe has selected Pegasystems to build a new platform that will enable it to deploy a single view of all interactions with its customers and rationalise legacy systems and processes.

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HomeServe has selected Pegasystems to build a new platform that will enable it to deploy a single view of all interactions with its customers and rationalise legacy systems and processes.

HomeServe provides home assistance services to over 5.1 million customers in the UK, France, Spain and the US.

The technology upgrade, which is part of a £30 million investment, promises to offer multi-channel, multi-partner process efficiency and service delivery across multiple territories, said HomeServe.

Homeserve certainly needs a technology overhaul. It was fined £30.6 million earlier this year by the Financial Conduct Authority (FCA) for overcharging customers as a result of IT failings.

And in 2011, Homeserve was fined £2 million by regulator Ofcom after it repeatedly made silent phone calls to customer sales targets.

The FCA said Homeserve did not have in place adequate IT software and did not carry out effective tests on its IT systems. A coding error led to well over 40,000 customers being overcharged for their insurance cover.

With the help of the new system, HomeServe says it expects to see operational benefits in FY2015, and to accrue financial benefits beginning in FY2016.

Richard Harpin, group CEO at HomeServe, said, “We are growing our business globally, which is why, after a very rigorous process, we have chosen to use Pega software to support us.”

He said the Pega software would "deliver significant benefits across the entire customer and product lifecycle" and will "enable HomeServe to achieve and sustain global standardisation". 

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