The challenge

HomeServe has a large number of engineers in the field, each relying on their smartphones and tablets to complete day-to-day tasks. These include accepting and logging jobs, finding job locations, ordering parts and accessing work emails.

A number of challenges came about from managing a multiple device estate that included a range of operating systems and the necessity to run dual legacy Mobile Device Management versions from the same vendor.

This made it difficult to manage operating system updates and led to the management of mobile devices being inefficient in some cases. Business processes sometimes had to be altered in order to fit in with the technical constraints that were in place.

Another area that was challenging to adequately manage without an effective solution in place was mobile data use. HomeServe wanted a solution that would allow them to easily manage mobile data use across the estate, whether in the UK or roaming overseas.

“Without very strict manual controls in place there was always the risk that users could consume large amounts of data without hitting a cap. It was not possible to control this without a dedicated solution in place.”

– Martin Evans, Service Delivery Manager, HomeServe

“We did see some examples where we had to pay out excess data charges, despite having strong processes in place to avoid this from happening. Our mobile carrier was unable to apply data caps or provide a suitable level of itemized billing. As a result, if any issues occurred, they had already happened when we found out. By then it was too late.” said Martin Evans, Service Delivery Manager, HomeServe.

HomeServe has always put an emphasis on data security at all levels of the organisation and were in the process of becoming PCI DSS compliant. As part of continuous improvement in this area, the company wanted to ensure that robust cyber security was in place for any route into its infrastructure.

“As with any company or individual, there is always a risk of being subject to a cyber attack. Because of this threat we ensure that cybersecurity is always fresh in the minds of our People. It’s not just something that you read about in the news when it happens to another company. We all need to be vigilant and take steps to protect our organizations.” said Evans.


Company profile

HomeServe is one of the UK’s leading home assistance providers. For more than 20 years HomeServe has made their Customers’ lives easier by delivering a range of services, including plumbing, drainage, electrics, heating and much more, through its own nationwide network of HomeServe approved engineers. Over two million people in the UK have already placed their trust in HomeServe when it comes to fixing, maintaining and looking after their home.

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“Once we put AirWatch in place to secure the devices, we then worked to increase the security of the actual mobile data itself. And that’s where Wandera came in, as a complement to AirWatch, not a competing solution.”

– Martin Evans, Service Delivery Manager, HomeServe

The solution

When looking for a solution, HomeServe wanted to align its business with successful platforms and companies that are performing well. VMware AirWatch has long been acknowledged as a market leader by analysts, making it an attractive replacement for the legacy solution.

Evans revealed that AirWatch was an obvious choice for the company. “I was really impressed by the AirWatch platform. It allows us to keep an eye on how the mobile estate is looking. For example, if we notice that some users are not on the latest version of a mobile operating system, in a couple of clicks we can find out who they are, what their email address is, their device details and get them updated very quickly.”

“AirWatch tells me exactly what I need to know very easily. It’s very intuitive to use and the information I can get out of it is brilliant.”

– Martin Evans, Service Delivery Manager, HomeServe

HomeServe was introduced to Wandera at an event, where the team learned about Wandera’s data cost management and threat defense offerings. Before long, the company had signed up for a Free trial across 50 of its devices. After seeing the immediate effect that Wandera had on adherence to mobile data and security policies, HomeServe pushed the service to all of its required devices via Airwatch, taking advantage of Wandera’s zero-touch, over-the-air deployment technology.

Now that it has a coordinated mobility infrastructure in place, HomeServe can also allow employees to work from their own personal devices by enrolling them in the AirWatch and Wandera services.

The team also opted to use Wandera’s data anonymization feature, obscuring individual users’ personal information and preventing internal pushback from end users concerned about their privacy.

“Wandera ticks the security box and makes our information security executive extremely happy. With regard to the deployment of Wandera, the guys were really happy with how easy that is. It’s basically a single click, very easy to set up.”

– Martin Evans, Service Delivery Manager, HomeServe

The results

Since deploying Wandera and AirWatch, HomeServe has identified and blocked more than 1,000 potential security incidents every single month.

It has also been able to implement intelligent data caps that vary depending on the department an employee works in, and whether they are working overseas or not. This has helped achieve close control over data usage and removes the risk of overspend as a result of excess data usage. In terms of data security, when coupled with the already strong cyber security etic from within HomeServe, its mobile estate is more secure than ever before.

Wandera also allows HomeSevre to maintain control over the content that users are able to access which both helps to protect end users and prevent inappropriate use.

“When users travel internationally there is sometimes the risk that even with strong processes in pace, people can forget to notify the correct team to ensure that their tariff is provisioned properly. We actually had an example of this for a user that was protected by Wandera. The device was flagged as being out of the country and our international data policy kicked in automatically. This functionality potentially saves us a lot of money.”

– Martin Evans, Service Delivery Manager, HomeServe

Next up for HomeServe is to expand the program for employees wishing to use their own devices for work. Making sure it has the processes and technologies in place to securely enable BYOD systems is the focus for Martin and the team, and is something Wandera and AirWatch are well positioned to help with.


Threats identified and blocked each month


Blocks enforced monthly


of GB in monthly data savings

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