Ace Hardware supports ‘do-it-for-me’ with field service platform

Ace Hardware Corp. is implementing a new technology infrastructure for its ‘do-t-for-me’ home project services offering.

The world's largest retailer-owned hardware cooperative is deploying the Dispatch field service software platform for its Ace Handyman Services home service franchise businesses. Ace Handyman Services -- formerly Handyman Matters -- is Ace Hardware's new handyman division, created to help Ace customers achieve home improvement projects.

Acquired by Ace Hardware in 2019, Handyman Matters was a franchisor of home repair, maintenance, and improvement services based in Denver, Colorado. Comprised of locally owned and operated and company-owned locations that offer professional and multi-skilled craftsmen and women trained to handle a homeowner's to-do list in addition to larger projects, the company’s on-site services to consumers and small businesses include carpentry, plumbing, electrical, drywall, painting, and flooring.

At time of purchase, Handyman Matters had 57 franchisees who collectively employed approximately 250 handymen and women in 121 territories across 23 states.

[Read more: Ace Hardware expands into do-it-for-me services]

Evolving from Handyman Matters, Ace Handyman Services allows customers to hire skilled craftspeople to come into their homes and assist with projects that may need an extra hand or additional expertise. Handyman Matters was a long-time customer of Dispatch.

Dispatch works with home service enterprises to provide visibility into the performance of their locations and independent contractors. Through using Dispatch, Ace Handyman Services says it has been able to show measurable growth across several important success indicators, including increases in service requests, location job volume and revenue, and customer satisfaction. Ace Handyman Services has also seen higher service ratings since implementing the Dispatch solution.

"Ace had services on the radar for quite some time, and when they went out to find a business like ours, our core values really lined up - our already great customer reviews, and our tagline of helping you love your home,” said Chris Bue, who was in a leadership role at Handyman Matters, and is now president at Ace Handyman.

"Retailers across industries are realizing that pairing services with their retail offering is the best way to build loyalty, drive foot traffic, and provide a complete experience to their customers -- and Ace has quickly become a leader in this space," said Avi Goldberg, Dispatch founder and chief strategy officer.

"Customer experience is even more important when you're thinking about stepping into someone's home. It's one thing for a customer to step into your store, but when you step into the customer's home - that attention to a customer's needs, and just showing respect and being truly helpful is really very important,” said Aaron Williams, Ace Handyman VP of technology.

Ace Hardware is the largest hardware franchise in the world, with more than 5,600 locally owned and operated hardware stores in approximately 70 countries. Headquartered in Oak Brook, Ill., Ace and its subsidiaries operate an expansive network of distribution centers in the U.S. and have distribution capabilities in Ningbo, China; Colon, Panama; and Dubai, United Arab Emirates.