Company: Honey Homes

Industry: Home Services

Use Case: field escalations, member success

Problem: Too much time spent identifying issues and productizing insights after the fact

Solution: Surface outlier appointments before they happen for manual review

Outcome: No more surprise high-risk appointments 

Background

Honey Homes provides a subscription-based home upkeep and maintenance service, pairing members with dedicated handypeople and a team of home experts behind the scenes to tackle member’s to-do lists. Since launching in 2021, Honey Homes has helped members with more than 15,000+ handyperson visits. 

Challenge

Honey Home’s member satisfaction hinges on the expectation that for each and every appointment, the handyperson shows up prepared for the task at hand. Among the hundreds of appointments each week, task complexity varies from odd jobs to home maintenance to specialist repairs. 

“We were spending too much time identifying issues and productizing insights after the fact.”  -Alex Menella, Business Operations

The operations team sought a way to proactively identify upcoming appointments at risk so the HQ team could ensure handypeople were prepared for their appointments. The team needed to programmatically  know when an appointment considered high-risk was booked, such as those with too many tasks or tasks requiring a specialist and be able to resolve with the distributed field teams across SF Bay Area and Dallas.

Ultimately, Honey Homes needed to optimize field operations, task scoping, and create a real-time feedback loop between HQ and Field Ops. 

Solution

The team uses Avenue as their ops queue to track, triage, and resolve tickets. Using Avenue as a Zendesk for Ops teams has given the team:

• A centralized location to identify, triage, and track field issues

• Faster collaboration between ops and product in addressing root cause

• Insight into common ops issues to pass back to the product team 

  
  

The team uses Avenue to guarantee handypeople show up prepared for whatever task is at hand. Using Avenue the team proactively flags upcoming "at-risk" appointments, like those with too many tasks. For example, alerts now flag any upcoming appointment with >3 or 0 tasks in Slack.

Alerts go to field operations via Slack to adjust visit scope well in advance. As Alex from the BizOps team remarked, Avenue helped them "truly operationalize around these risks and resolve with enough time to provide a satisfactory visit." Honey Homes’ team lives in Slack and uses Retool for dashboard so they needed a tool like Avenue that could be easily integrated with existing tools.

Results

“We get time savings and efficiency gains for the operations team with Avenue”

Avenue helps Honey Homes uncover and act on opportunities in real-time to deliver a better member experience. Honey Homes has eliminated surprise high-risk appointments through an early detection monitor. Handypeople arrive prepared, leading to more completed tasks per visit and happier members. The operations efficiency unlocked has aided in Honey Homes rapid expansion over the past three months.

What’s Next

Honey Homes plans to take advantage of Avenue’s integrations with non-SQL data sources (Stripe and Customer.io) to build alerting systems for the marketing and account teams.

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