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OneSource

A One-Stop Platform for Home Service Ordering

Using a concierge-level approach, OneSource representatives help homeowners and renters purchase internet, TV, home security system packages as well as connect utilities like electric, gas, water and more for their dwellings. OneSource was built on a call-center model where prospective customers talk 1-1 with a OneSource representative to set up services.

As a new service offering, OneSource envisioned a digital shopping experience to help streamline the selection of home services by customers. Parux was brought in to help conceptualize, design, and develop this new one-stop shopping platform for OneSource.s.

The What –
A Consumer Ordering Platform for Home Services

OneSource wanted a home connection shopping cart to assist the process of acquiring multiple service types such as internet, cable, and utilities, for a new home. The OneSource “Shop On Your Own” platform allows a customer to search, select, and order a package of services, and utilities needed for a new home. Once a package is selected, the custom ordering process collects all pertinent information for the OneSource ordering team to fulfil the order with no additional calls or information needed. This allows the customer to individually order and coordinate the installation of services such as Cable TV, Internet, Home Security and Warranty products on their own time and schedule.

The Why –
A Simpler Way to Setup Home Services

Finding time to individually search, contact, and coordinate each service while trying to transition into a new home can be challenging. That’s where OneSource comes in. The OneSource concierge team works them over a phone call to make service selections and collect all information needed to place orders.

OneSource knows their concierge approach works but they also know an online order experience provides a high-level of service and streamlines order.

By providing a digital marketplace, the customer can quickly locate available services, build a package of those products and services, and then place an order for the OneSource team to easily fulfil. This provides the customer with a one-stop solution.

Woman with headset at a desk, assisting a customer in a bright, professional setting.

The Brief –
OneSource Selects Parux to Build a One Stop Marketplace Solution

Establish a consumer platform to eliminate the hassle and time-consuming aspects of locating available services based on moving into a new home. This platform will allow the customer to find what services are available and to quickly place a single order for all services needed at that location.

  • Ideation
  • UX Design
  • UI Prototyping
  • Data Management
  • Development

The Users –
UX Research Lead to Three Key Users

Parux kicked off our engagement with OneSource with a discovery process that had considerations around key users. This process included discovery around the end user/customer, white label partners, and platform administrators. Through this process we created a seamless workflow for the end user that can be monitored and modified as needed by the system administrators. At the end of the workflow, we send the order directly to the OneSource CRM for order processing by their team.

The Customer (Homeowner) –
Meet Melissa

Melissa and her husband Tom have their eyes on a new home. They are concerned with transitioning all their household services such as cable TV, internet, security services, and utilities from their current house to the new one once they complete the closing process. Melissa dreads having to call each provider to set up this transition across all services individually.

Melissa, persona representing a homeowner

Personality

  • Tech Savvy 7.5/10
  • Organization 4/10
  • Outgoing 3/10

Pain Points

  • Trouble identifying available providers.
  • Time to reach out to each provider and schedule installation.
  • Unknown total package cost and recurring charges.
  • Tracking each installation independently.

The OneSource Administrator –
Meet Todd

Todd is a program administrator for OneSource. His primary duty is to manage the customer support team that sets up order for its customers. Additionally, he manages OneSource’s partnerships and the associated promotional offers. There are a lot of moving parts and cross-team communication.

Todd, persona representing an OneSource Administrator

Personality

  • Tech Savvy 9/10
  • Organization 7/10
  • Outgoing 3/10

Pain Points

  • Lacks visibility on the best service offerings available to customers.
  • Customers love the concierge approach but want a more online experience.
  • Cannot properly integrate in promotional offers from partners into the customer experience.

The White Label Partner –
Meet Leah

Leah is the marketing director of ABC Company that is partnered with OneSource. Her company wants to offer OneSource’s connection services to their customers. Leah wants a platform that is branded with the ABC Company brand and providers offers and promotions that are hand selected specifically for their customers.

Leah, persona representing a White Label Partner

Personality

  • Tech Savvy 5.5/10
  • Organization 8/10
  • Outgoing 3/10

Pain Points

  • Needs to inform customer base of the promotions available to them selected by ABC Company.
  • Maintaining brand identity..
  • Needs visibility on order statues of their customers.

The Problem –
How Can OneSource Modernize and Streamline Order Intake?

The existing method of collecting information from a customer for all products and services desired for an order is time consuming for the OneSource Customer Team. The process is also open to errors when translating the information into the CRM for order entry.

  • Time Consumption

    The existing methods of having a phone discussion involve having the customer relay what products and services they desire in their new home. During the call the agent has to look up the available offers and communicate those options to the customer. The customer then makes selections, and the OneSource representative collects all necessary details for completing the order for each service.

  • Order Data Collection

    When collecting order information over the phone, the process is prone to errors as the customer is not directly entering this information themselves. Instead, the customer’s information is being transcribed ito the CRM by the OneSource representative.

  • Providing Promotional Offers

    Being able to identify any promotional offers for the area the customer resided is not something a OneSource representative can provide.

The Solution –
OneSource “Shop on Your Own” Platform.

The “Shop on Your Own” platform was built to provide a one-stop solution where customers can shop on their own time for the products and services they desire in their new home. By entering the new location’s address, the user is presented with a list of services in categories such as Cable TV, Internet, Home Security and Warranty packages available to the location.

Selecting offers from each category allows the customer to establish their unique package of services that fits them the best. This provides them with a running total of all the selected items during the process.

Once their package is ready, the customer can proceed into the ordering process where dynamic questions are presented based on the offers selected. This data collection allows OneSource to received everything needed to setup services accurately. All of this collected data is sent to the OneSource Customer Relationship Management (CRM) software for order processing.

The customer also establishes an account which allows them to view the status of their order at any time. They can also browse promotional offers that are available specifically to their location.

Mobile screen showing a service bundle offer

Designing the Platform –
Connecting Multiple Platforms

Through the use of API interfacing and JavaScript libraries Parux built a solution to mesh various systems together:

Person working on code at a dual-monitor setup, with cloud and software icons floating.

Designing the Platform –
UX to UI to Prototyping

A key task in designing the platform involved a custom user experience and interface design. Parux’s design team began working with OneSource to create a comprehensive user journey. That journey map lead to a full set of wireframes of the search, shopping, and checkout flow. This process was collaborative with OneSource and the development team. Once the wireframes were complete, full high-fidelity interfaces were designed and then prototyped. The prototypes allowed OneSource to see how the user would interact with the platform.

Flowchart showing a user journey for scheduling services. Online scheduler interface displaying a selected service package

Developing the platform –
Developing Elegant Solutions

The development of the “Shop on Your Own” platform included addressing several unique challenges related to data integrations. The Parux development team worked to align all available offers for a specific location along with collecting all the data needed for the OneSource team to process the order effectively and place it in their familiar custom CRM application. Key features:

Service selection page showing available bundles

Feature Highlight –
Custom Service Offerings

The Provider Offer API source selected needed to match a customer’s address with major providers such as AT&T, Spectrum, Xfinity, etc. In addition to the offers provided by the API, it was identified early on that there was a need for allowing the OneSource team to add their own offers that would supplement this data source. This would allow the team to add offers for providers not supported by the Provider Offer API and be included during the customer’s offer search process. This was included in a custom-built administrative interface of the platform.

Customers can search and order services available at their desired location to have in their new home. Including:

  • Internet
  • Cable
  • Phone
  • Home Warranty
  • Security
Service selection page displaying options for internet, TV, and phone providers.

Feature Highlight –
Validating Customer Addresses

During the testing phases of the platform, it was discovered that there was a real need to validate the address prior to querying for the available services so that accurate results could be provided. A robust Address Lookup API was discovered as the most eloquent way to validate the provided address on the fly during the entry step of the process. With a fully validated address done in realtime, the solution proved to be seamless for the user.

Service search page prompting users to enter their address to find available utilities.

Feature Highlight
Adding Conditional Order Fields

One challenge identified was the many aspects of the ordering flow that are dependent on the products and services the customer was ordering. This included a slew of add-ons that could be applied for specific selections as well as account and personal information that repeats between providers. The Parux team developed an administrative interface that allows the OneSource team to load all the needed custom question and add-ons and allow the team to set the specific criteria for when those would be presented during the order flow using an advanced logic algorithm.

Page displaying additional questions required during the service order process.
Feature Highlight

Managing Promotional Offers

OneSource had a requirement to include a promotional marketplace in the platform based on the customer’s current residential address. This would help strengthen marketing opportunities for their partners. As these promotional offers were not something the CRM handled, the Parux team worked on a solution to allow the OneSource team to load these offers through the platform’s administrative interface. These promotions would be tied back to established providers within the CRM. Once a customer authenticated the platform, they could view these offers if the provider were available in their location.

Page displaying promotions for services like moving, home improvement, and security.

Feature Highlight –
White-Label Support

The OneSource team identified a need to provide this full solution as a White Labeled offering to their partners. The Parux team had to identify a solution that would allow the team to set which partners would have this option within their CRM and establish the Partners branded elements such as logo and brand colors. Visiting the platform through the white label provides the same experience but reflects the partner’s brand throughout.

Shopping cart landing page interface

The Result –
An Innovative Marketplace Transforming Service Matching

The result in our collaborative project with OneSource is a pioneering online marketplace designed to connect customers with tailored home service offers. By integrating an intuitive address-input system, we streamlined the user experience, allowing customers to effortlessly discover available internet, TV, phone, and other services in their area. Currently in beta testing, this white-labeled solution not only enhances customer satisfaction but also positions our client to lead in the competitive home services market.

Kimberley Kellermann

From the start, Parux impressed us with their professionalism, attention to detail, and commitment to meeting deadlines. They kept us in the loop with consistent communication, using a project management system for seamless collaboration and providing regular weekly updates. Their team truly took ownership of the project, ensuring everything was done to the highest standard. We were able to trust them to handle every aspect of the development with precision, which made the whole process smooth and efficient. I highly recommend Parux for anyone looking for a reliable, detail-oriented team that takes pride in delivering high-quality solutions.

Kimberly Kellermann OneSource Business Development Specialist
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