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Optimizing Customer Journey: Home Warranty Service Excellence



Unified service platform with Oracle Field Service Cloud integration


Improved time tracking for investigations, leading to cost reductions


Tight integration of claim processing recommendations with Peoplesoft


Mastech InfoTrellis collaborated with a leading home warranty provider in North America to improve the customer experience by streamlining claims management. Leveraging the Oracle Field Service platform, our solution aimed to expedite the resolution process from claim submission to resolution.   


A leading home warranty provider


North America


Home Warranty

Tech Stack

Oracle Field Service Platform Integration

Tags: BI tools IBM Cognos Analytics

The Challenges

  • Lack of seamless coordination between the claim filing process and the assignment of personnel to investigate the claim 

  • Investigators faced challenges due to inadequate information about the submitted claims, impacting the efficiency of the investigation process  

  • Excessive time taken to assign investigations after claim submissions, leading to prolonged waiting times for customers seeking resolution