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Creating a simple portal so users can access precious warranty information, quickly and with ease.

National Home Warranty Provider

Industry

Home Warranty Services

Platforms

Adobe
Adobe

Company Profile

This home warranty provider has been an industry leader for over 40 years, providing affordable protection plans for home systems and appliances by minimizing costs when systems fail due to normal wear and tear. With a mission to help people during difficult times, the company serves customers nationwide through a comprehensive network of real estate professionals and service providers.

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The Situation
Building a Stronger Foundation Through Digital Transformation

The client came to us facing critical digital transformation challenges across their complex ecosystem of interconnected platforms serving multiple stakeholder groups. As a leading home warranty provider managing thousands of service requests daily, they needed to modernize their entire digital infrastructure to better serve homeowners, real estate professionals, service providers, and internal agents.

The tech stack was operating with fragmented legacy systems that created operational inefficiencies and poor user experiences. While their on-premises infrastructure couldn’t scale to meet growing demand and posed security vulnerabilities and compliance risks. Key challenges included:

Infrastructure & Scalability Issues:

  • Legacy on-premises systems with limited scalability and high maintenance costs
  • Outdated application frameworks approaching end-of-life, creating security vulnerabilities
  • Inconsistent performance across platforms during peak usage periods

Disconnected User Experiences:

  • Homeowners lacked a unified portal to manage warranties, submit claims, and track service requests
  • Real estate professionals needed streamlined access to warranty products and client management tools
  • Contractors required mobile-optimized tools for field service management and real-time updates
  • Internal agents worked with disparate systems for dynamic report taking and claims management

Marketing & Conversion Challenges:

  • Direct-to-consumer quote and purchase flow suffered from poor conversion rates
  • The marketing site lacked modern user experience standards and A/B testing capabilities
  • Slow load times and accessibility issues hindered customer acquisition
  • Limited integration between marketing touchpoints and service delivery platforms

The company recognized they needed a comprehensive digital transformation to unify their ecosystem, migrate to cloud infrastructure, and create cohesive experiences that would improve operational efficiency while better serving their diverse user base across the home warranty lifecycle.

The Shift

Because their business is based on helping people when things go wrong, it helps to have a digital technology and CX partner who can make things go right.

We partnered with this company to execute a comprehensive digital transformation strategy that unified their fragmented ecosystem and modernized their entire technology infrastructure:

Unified Multi-Stakeholder Platform Strategy

Developed interconnected portal experiences, including a homeowner portal for warranty management and claims, a real estate professionals' portal for client services, a contractor portal for service coordination, and an internal Dynamic Report Taking platform for agent efficiency

Direct-to-Consumer Experience Optimization

Redesigned marketing site with streamlined quote-to-purchase flow, implementing modern UX/UI standards, SEO optimization, and accessibility compliance to improve conversion rates

Cloud Migration & Infrastructure Modernization

Executed complete migration from legacy on-premises systems to scalable cloud architecture, improving system reliability, reducing operational costs, and establishing a foundation for future growth

Data-Driven Testing & Optimization Framework

Established strategic A/B testing capabilities using Optimizely, enabling systematic optimization of user experiences across all digital touchpoints with continuous testing and iteration

Mobile-First Field Service Solution

Built a React Native mobile application (later replatformed with Expo) enabling technicians to manage work orders, update service status, and communicate in real-time from the field

Modern Technology Stack Implementation

Complete rewrite of all web properties from legacy AngularJS to React, improving performance, security, and maintainability while supporting seamless integration across the ecosystem

Operational Efficiency & Automation

Streamlined workflows between platforms to reduce manual processes, minimize
error rates, and accelerate time-to-resolution for customer service requests
The comprehensive transformation delivered measurable improvements across all business areas:

Unified Digital Ecosystem

The interconnected portals eliminated the fragmented user experience that previously frustrated agents, customers, and partners. Homeowners now have seamless access to warranty management and claims tracking, while real estate professionals can efficiently and effectively manage client services through their dedicated portal

Enhanced Field Service Capabilities

The mobile application revolutionized how technicians operate in the field, enabling real-time work order management, instant status updates, and improved communication with both customers and internal teams. This mobile-first approach elevated service quality and created greater transparency throughout the repair process

Future-Ready Technology Foundation

By migrating from legacy AngularJS to modern React architecture, we eliminated technical debt and security vulnerabilities while establishing a foundation for continued innovation. The platform now supports rapid feature development and integration with emerging technologies

Modern, Scalable Infrastructure

The cloud migration transformed them from a company constrained by legacy systems to one positioned for growth. The modern architecture eliminated previous scalability bottlenecks, reduced operational overhead, and provided the reliability needed to support their expanding customer base. The infrastructure now adapts to demand fluctuations, ensuring consistent performance during peak periods

Optimized Customer Acquisition

The redesigned marketing site and streamlined quote-to-purchase flow removed friction from the customer journey, making it easier for homeowners to understand, compare, and purchase warranty coverage. The implementation of A/B testing capabilities enables continuous optimization based on real user behavior and preferences

Operational Excellence

The integrated workflow automation and streamlined processes across all platforms reduced manual touchpoints, minimized errors, and accelerated service delivery. Internal teams now work more efficiently with unified data access and consistent interfaces across all systems

And most importantly, this engagement was more than just a fancy front-end design and development solution;

we dug deep into the application to develop a seamless connection between customers and service agents. Within minutes of a claim being filed, local service providers are notified through the contractor mobile app. From there, the service provider can accept and begin the work ticket quickly and without unnecessary interference from an agent.

Our ongoing partnership enables our client to continuously meet their operational goals and commitments while maintaining their industry leadership position. By pairing modern technology with strategic user experience design, we helped them build a stronger foundation for both their customers and service providers.

A streamlined experience is about building a stronger connection and deeper commitment to service.
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