Twilio Case Studies Handy Boosts Customer Engagement by 50% with Twilio-Powered Lead Management

	Handy Boosts Customer Engagement by 50% with Twilio-Powered Lead Management Twilio

Handy Boosts Customer Engagement by 50% with Twilio-Powered Lead Management

Twilio

Applicable Industries	Consumer Goods Telecommunications
Applicable Functions	Procurement Sales & Marketing
Use Cases	Speech Recognition Time Sensitive Networking
Challenge	Handy, a platform that connects individuals with pre-screened independent service professionals for household services, faced a significant challenge in efficiently connecting home and apartment dwellers with verified home service professionals. The traditional process of finding a housecleaner or handyman was often tedious and time-consuming, involving getting a list of providers from friends or online services, making phone calls, conducting reference checks, and finally scheduling an appointment. The process was not only inconvenient for customers but also for the professionals who had to advertise and market their services. Read More
About Customer	Handy is a New York-based company founded in 2012 that provides a platform for connecting individuals looking for household services with quality, pre-screened independent service professionals. From home cleaning to handyman services, Handy matches thousands of customers every week with trusted professionals in cities around the world. The company was built to extend on-demand services to the home, a concept successfully demonstrated by Uber in the car ride industry. Handy's mission is to make the process of finding a housecleaner or handyman as easy and efficient as possible. Read More
Solution	Handy addressed this challenge by developing a system that connects consumers with pre-validated and rated professionals for specific skills. When a consumer requests a service online, Handy uses its database to find the most qualified and available vendor. The time it takes to request, book, and confirm an appointment is reduced to 60 seconds. Handy uses a Twilio-powered SMS solution to efficiently communicate with the professional, regardless of phone type, data plan, and other limiting factors, using a mobile app. The deal is closed with a confirmed appointment, credit card payment, and insurance. Handy's system allows the consumer and vendor to exchange job details without exposing their permanent phone numbers. Handy also uses Twilio's voice APIs to purchase and release phone numbers. Read More Log in to view content
Contents

Applicable Industries

Consumer Goods

Telecommunications

Applicable Functions

Procurement

Sales & Marketing

Use Cases

Speech Recognition

Time Sensitive Networking

Challenge

Handy, a platform that connects individuals with pre-screened independent service professionals for household services, faced a significant challenge in efficiently connecting home and apartment dwellers with verified home service professionals. The traditional process of finding a housecleaner or handyman was often tedious and time-consuming, involving getting a list of providers from friends or online services, making phone calls, conducting reference checks, and finally scheduling an appointment. The process was not only inconvenient for customers but also for the professionals who had to advertise and market their services.

About Customer

Handy is a New York-based company founded in 2012 that provides a platform for connecting individuals looking for household services with quality, pre-screened independent service professionals. From home cleaning to handyman services, Handy matches thousands of customers every week with trusted professionals in cities around the world. The company was built to extend on-demand services to the home, a concept successfully demonstrated by Uber in the car ride industry. Handy's mission is to make the process of finding a housecleaner or handyman as easy and efficient as possible.

Solution

Handy addressed this challenge by developing a system that connects consumers with pre-validated and rated professionals for specific skills. When a consumer requests a service online, Handy uses its database to find the most qualified and available vendor. The time it takes to request, book, and confirm an appointment is reduced to 60 seconds. Handy uses a Twilio-powered SMS solution to efficiently communicate with the professional, regardless of phone type, data plan, and other limiting factors, using a mobile app. The deal is closed with a confirmed appointment, credit card payment, and insurance. Handy's system allows the consumer and vendor to exchange job details without exposing their permanent phone numbers. Handy also uses Twilio's voice APIs to purchase and release phone numbers.

Impact #1	Handy's operational results have been significantly improved by the implementation of Twilio's solutions. The company has been able to expand nationwide within two years of launch, connecting customers to service providers in less than 60 seconds. The use of local numbers instead of 800 phone numbers has made the connection process easier. Twilio's self-provisioning process for purchasing phone numbers has simplified the process for Handy. The company has also reported a 50% increase in pickups, thanks to Twilio. Furthermore, Handy has been able to reduce its time-to-market by 25% with Twilio. The company is now considering adding photo exchanges to its services, which would open up a powerful communication channel between consumers and professionals.

Impact #1

Handy's operational results have been significantly improved by the implementation of Twilio's solutions. The company has been able to expand nationwide within two years of launch, connecting customers to service providers in less than 60 seconds. The use of local numbers instead of 800 phone numbers has made the connection process easier. Twilio's self-provisioning process for purchasing phone numbers has simplified the process for Handy. The company has also reported a 50% increase in pickups, thanks to Twilio. Furthermore, Handy has been able to reduce its time-to-market by 25% with Twilio. The company is now considering adding photo exchanges to its services, which would open up a powerful communication channel between consumers and professionals.

Benefit #1	25% Faster time to market with Twilio
Benefit #2	60 Seconds to connect users with home services professionals
Benefit #3	1M+ Bookings completed through Handy

Benefit #1

25% Faster time to market with Twilio

Benefit #2

60 Seconds to connect users with home services professionals

Benefit #3

1M+ Bookings completed through Handy

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Overview

Handy Boosts Customer Engagement by 50% with Twilio-Powered Lead Management

Operational Impact

Quantitative Benefit