A new field service app, built and launched in three months
HomeServe provides home emergency insurance and repair services to millions of customers globally. Engineers across the UK rely on their field service app to track jobs, manage smart thermostat installations and report on outcomes. But the legacy app was holding them back — tightly coupled to critical systems and difficult to evolve. HomeServe needed a modern replacement, launched without disrupting live operations.
They needed a new app without any downtime
HomeServe's network of engineers used the legacy app to manage the complete lifecycle of smart thermostat installations — from job tracking to customer contact and outcome reporting.
Pixie Labs designed, built and launched the new HomeServe Connect app in three months, running a controlled parallel rollout to ensure zero disruption to live operations.
We helped HomeServe achieve…
01.
NPS score of 66.8
Installation services achieved an NPS of 66.8, reflecting the improved engineer experience and higher quality of customer interactions.
02.
Expanded partner network
The new app gave HomeServe the confidence to grow their partner network, with the platform ready to support increased installation volumes at scale.
03.
Automated reporting
Improved data capture and automated workflows reduced manual reporting overhead, giving management real-time visibility into installation performance.
Using our Vital Systems™ process to drive progress
Diagnosing the system
We audited the legacy app, its integrations and the workflows engineers depended on. Identifying where the app was slowing teams down gave us a clear picture of what the replacement needed to achieve.
Designing for engineers
We worked closely with HomeServe to understand how engineers operated in the field, including in areas with poor connectivity. The new app was designed around real workflows, with offline functionality built in from the start.
Building in parallel
The new app was developed alongside the live system, with a controlled rollout that let engineers switch over gradually. No downtime. No disruption to business-critical installation workflows.
Launching with confidence
New management dashboards gave HomeServe full visibility into installation performance from day one. Automated reporting workflows replaced manual processes, freeing teams to focus on delivery.
The result was a modern, reliable field service app that HomeServe could scale with confidence. Improved UX, better data capture and offline functionality made engineers more effective in the field. And with a controlled rollout that kept the business running throughout, HomeServe Connect launched without missing a beat.
01
React Native for a cross-platform mobile app engineers could rely on.
02
Ruby on Rails for a robust, maintainable backend API.
03
Offline-first architecture for reliable operation in low-connectivity areas.
04
Automated reporting workflows to replace manual data entry.
05
Parallel rollout strategy for zero-downtime migration to the new platform.
The Pixie Labs team are a real pleasure to work with. They have developed a fantastic understanding of the HomeServe business that enables them to come up with creative and effective ideas.
Mike Hilliar,
Head of New Product Development @ HomeServe