From selling products to connecting homes with professionals

For a home-improvement retailer, helping customers with their homes no longer ends at the checkout. Working with NTT DATA, a home-improvement retailer in Spain designed and launched a digital Home Service platform that connects consumers with qualified professionals, built from real customer research and validated with real users through a digital prototype before delivery.
New Service: Home Service Platform Live
A digital marketplace connecting consumers with qualified professionals.
Trust: Built-In Safety Mechanisms
Chat, in-app payment and two-way reviews between clients and professionals.
Validation: Tested with Real Users
Service designed and validated through a digital prototype before delivery.
Positioning: New Territories and Clients
A distinctive offer that takes the retailer's relationship into the home.
A trusted digital marketplace that takes the retailer beyond the store
The retailer saw that customers wanted help beyond products, but hesitated to hire someone because of concerns about who would enter their home, the quality of the work and how the payment would be handled.
目的
The initiative set out to design and deliver a digital platform that connects consumers with qualified professionals to help them improve their home. The ambition was not only to launch a new service, but to build a distinctive position that would help the retailer reach new territories and new clients.
機会
With the Home Service platform live and a scalable, open business model defined, the retailer has a foundation to grow its role from product supplier to trusted partner for home projects. Built-in trust mechanisms and a service designed around real users create a strong basis to attract more professionals and customers over time.
Making trust the core of a home services experience

The retailer faced the practical challenge of creating a service where trust was the product itself: customers needed to feel safe letting a professional into their home, confident in the result and protected when paying.

主な課題
Homeowner checking a service professional’s booking and identity on a smartphone before allowing them into the home.
1: Security in the home. Customers were concerned about who would enter their home and needed reassurance before booking a professional.
Homeowner inspecting recently completed home-improvement work with uncertainty about its quality and the lack of a clear workmanship guarantee.
2: Guaranteed workmanship. There was no guarantee of the quality of the work, which made customers hesitant to hire services.
Homeowner reviewing an informal service payment with a professional, highlighting uncertainty around agreed prices and the lack of a traceable transaction record.
3: Informal payments. The risk of "under the counter" payments created uncertainty around agreed prices and left customers unprotected.
Customer in a home-improvement store selecting products for a renovation while lacking a clear path to professional services that could complete the project.
4: Standing out beyond products. To reach new territories and clients, the retailer needed a distinctive service proposition rather than competing on its product catalogue alone.
解決策
A centralised purchase order engine built around forecasting, DRP and control

NTT DATA designed a centralised Global Purchase Order system with optimised logistics parameters and implemented automated purchasing, forecasting and DRP capabilities, giving buyers one environment to plan, adjust and release supplier orders.

チェックアイコン
Assessed current procurement, stock and demand processes

Mapped how purchasing, stock management and demand planning worked in practice, identifying where manual steps and fragmented information were limiting order accuracy.

チェックアイコン
Designed centralised parameters and order logic

Defined common logistics parameters, safety stock levels and ordering rules, so every replenishment decision follows the same consistent logic.

チェックアイコン
Implemented forecasting, DRP projections and supplier orders

Deployed demand forecasting and Distribution Requirements Planning (DRP) projections that feed the automated generation of purchase orders for suppliers.

チェックアイコン
Enabled manual adjustments and optimisation before release

Gave buyers the ability to review, adjust and optimise orders before they are sent, keeping human judgement in the loop while protecting the model’s logic.

影響
Replenishment under control, driven by data rather than instinct

The Global Purchase Order engine turns purchasing into a model-driven process. By connecting demand forecasts, centralised logistics parameters and DRP projections with a controlled release of supplier orders, the company has reduced waste and improved product availability, while gaining higher efficiency in stock and replenishment management. Buyers now base their decisions on optimised models and data-driven adjustments, creating a more reliable and transparent foundation for day-to-day procurement.

注目の成功事例
デジタル化されたサービス管理による現場業務の強化と、コネクテッドワーカー技術による安全性の向上
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ドラッグ