Connected Home Service Experiences
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Connected home service experiences

A trusted home-service marketplace connects customers with qualified professionals, moving each project from DIY to done-for-you with secure payment, clear accountability and quality built into the journey.
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The project does not end at the checkout. For many customers, that is when the uncertainty begins.
WHY THIS "CONNECTED HOME SERVICE EXPERIENCES" CHALLENGE?
Trust is the product

Home-improvement retailers sell the materials, but customers increasingly want the outcome delivered. They need confidence in who enters their home, the quality of the work, and how payment and recourse will be handled. Professionals need reliable demand and fair payment. Retailers must extend their brand into a service network without losing control of quality, brand safety or scale.

Key benefits
A service layer customers and professionals can trust

Building trust, speed, and precision across the journey.

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Convert project intent into contracted work

Frictionless matching and booking reduce the distance between a product purchase and a completed home project.

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Make service easier to navigate

Self-service journeys for customers and professionals can reduce avoidable support queries.

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Build confidence on both sides

In-app payment and two-way reviews support fairer transactions, visible reputation and clearer accountability.

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Protect the brand as the network grows

SLA monitoring and operational governance give the retailer greater oversight of service quality.

How NTT DATA helps

01
Implementing AI-driven project scoping capabilities

Enable real-time definition of customer needs through intelligent, guided interactions.

AI-driven project
02
Service design and business model

Researches real user needs, validates prototypes and shapes an open, scalable platform model.

Deploying predictive matching algorithms
03
Marketplace platform

Connects matching, chat, in-app payment and two-way reviews in one service journey.

Automating direct and indirect cost allocation
04
Professional network onboarding and quality

Defines onboarding, certification, brand-safety and governance mechanisms for the service network.

Optimizing the digital funnel end-to-end
05
Retail journey integration

Brings products, projects and services together so the customer can move from purchase to execution without losing context.

Designing data-driven service performance dashboards
Turning fragmented service
Proven impact
A live marketplace. A measurable service relationship.
Results that matter
Measurable improvements in conversion, efficiency, and service quality

The source references a live home-service marketplace delivered after real-user testing for a home-improvement retailer in Spain.

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+25 % increase in lead-to-contract conversion

Higher-quality leads and better matching significantly improve closing rates.

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30 % reduction in customer support inquiries

Clearer journeys and better information reduce friction and dependency on support.

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+15 % improvement in professional satisfaction

Better lead quality and clarity enhance engagement and retention.

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20 % decrease in SLA breaches

Proactive monitoring and automation improve service reliability and consistency.

Start the conversation that moves home improvement from a product transaction to a trusted service relationship.

Accelerate growth and service performance in retail.

Let's talk
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