ServiceMaster goes digital to stave off Amazon.com

The home service giant has tapped digital dispatching to connect technicians with homeowners and has embraced agile as part of a broad digital transformation to deliver software faster.

digital transformation
Thinkstock

Become An Insider

Sign up now and get FREE access to hundreds of Insider articles, guides, reviews, interviews, blogs, and other premium content. Learn more.

Wary of an ever-hungry Amazon.com lurking on the horizon, one home service giant is fighting back. ServiceMaster Global Holdings, whose brands include Terminix, American Home Shield and Merry Maids, is rushing headlong into the so-called Uberification of the industry, a digitization of services intended to bolster the quality of service it delivers.

“The challenge for us was, how do we leverage digital technology to transform our experience and ensure a consistent experience every time 75,000 times a day," says CIO Jamie Smith, who is leading the digital transformation currently underway at the 90-year-old Fortune 1000 company. "The only way you can do that in tech today is through mobile and digital and that really starts with how we engage with our customers, all the way from the delivery of service to billing."

Adoption of digital technologies is on the rise. Forty-one percent of organizations indicated they had an enterprise-wide digital strategy, up 52 percent from three years ago, according to the 2017 Harvey Nash/KPMG CIO survey of 4,498 CIOs. Yet even in the digital age home services are struggling to modernize. Smith’s secret? Implementing a mobile platform to better connect technicians with homeowners and instituting agile and devops frameworks to accelerate software delivery.

[ Get an inside look at 10 real-world digital transformations at today's leading organizations, and find out why companies struggle to cultivate digital strategies. | Get weekly insights by signing up for our CIO Leader newsletter. ]

Go digital or don’t bother going to the home

To continue reading this article register now

Participate in the 2019 State of the CIO survey. Make your voice heard.