HomeServe

HomeServe is a business that generates a considerable number of documents including policies, claims and complaints. It wanted to upgrade on its legacy proprietary software.

Challenge

HomeServe came to Elastacloud through our relationship with Microsoft. We were recommended because of our experience, particularly in Azure Cognitive Search. HomeServe is a business that generates a considerable number of documents including policies, claims and complaints. It wanted to upgrade on its legacy proprietary software. The company wanted to deploy a search capability so that, among other applications, customer service agents could locate quickly and accurately the documentation they needed.

Solution

Elastacloud built the search service, as well as becoming involved in the architectural design of the storage system, plus the front and back end of the web application supporting the new functionality.

We were able to do this using Azure native technology and our own Knowledge Miner product, which is based on Azure’s cognitive search.

Knowledge Miner can be customised and configured to meet the precise needs of any customer that needs to reorganise its data storage and internal search function.

Our work was completed within a total of 10 weeks, which is an impressively quick deployment of a bespoke solution.

Impact

A large proportion of HomeServe’s data is now much more easily discoverable. Customer service teams are able to track down the information they need about a client, or group of clients, quickly and seamlessly.

Within just 10 weeks, the business moved from having a legacy system to a fully working customised platform.

At the latest count, more than 20 million documents have been stored, indexed and made more searchable by internal colleagues.