Digitizing a Home Services Operation

The business needed clearer workflows across staffing, bookings, finance, sales, and service follow-up. I led a digital task force that mapped those processes, defined the metrics, and created real-time and periodic reporting for management and operating teams.

I worked with each function to turn manual activity into traceable steps. The resulting workflows covered people management, slot checking and booking, current and historical finance status, pending-payment adjustments, and sales and service follow-ups.

For customer engagement, I introduced an IVRS round-robin call-pickup process to reduce lost leads and improve movement from hot to warm stages. I also coordinated with Hubbler, a no-code application platform, on requirements, QA, and team trials.

The implementation saved 150 staff hours per week and made cross-functional reporting available in one place. The no-code approach shortened deployment time by 60%, while the revised call process increased the recoverable lead pipeline.