Background
For over 15 years, Sedgwick has delivered vital emergency repair services to clients across the UK and internationally. Sedgwick’s international operation, works with everyone from domestic customers to major insurers and national contractors. Their round-the-clock trade service allows clients to extend their operating hours to a full 24/7 model — a significant competitive advantage in an industry traditionally tied to office hours.
To support their unique proposition and meet growing demand, Sedgwick needed a digital foundation that could deliver services outside of the typical 9–5 window, streamline internal processes, and improve communication across their expanding network of engineers, contractors, and customers.
The Need
Sedgwick’s ambition to lead in the emergency repair space brought with it a clear set of digital priorities. The business needed to respond to and close claims faster, reach both engineers and customers more quickly, and reduce the operational overhead associated with their legacy IT systems. Equally important was delivering a modern user experience that empowered contractors to manage their own workflows and allowed customers to self-serve where possible. The company’s goal was to create a digitally enabled experience unlike anything else in their sector — one that could scale effortlessly while maintaining 24/7 reliability.
The Solution
6B began working with Sedgwick eight years ago, helping shape the roadmap that would drive this digital transformation. Our first step was identifying the three core elements that would offer the greatest return: a business management system, a set of self-service web portals, and a mobile application.
The business management system, launched in 2014, became the operational heart of the company. This centralised platform was designed to handle all major business functions — from claim tracking and customer relationship management to accounting and daily operations. By consolidating data and processes into one unified system, Sedgwick gained better visibility, faster workflows, and improved control across the organisation.
Next, we delivered a suite of web portals, giving both clients and contractors the ability to manage claims independently. These portals, tightly integrated with the central database, automated many of the manual processes that previously consumed time and resources. Tasks that once required phone calls and internal handling could now be completed online in minutes.
More recently, we developed the Sedgwick mobile app — a key piece of their 24/7 service proposition. Available on both iOS and Android, the app allows contractors to accept jobs, propose alternative appointment times, time-stamp arrivals and departures, complete documentation, and upload job photos for review. All actions are synced in real time with the core business management system, ensuring a seamless experience and complete operational visibility. This mobile-first approach has allowed Sedgwick’s contractor network to operate more flexibly and efficiently in the field. By simplifying every stage of the repair process, from job acceptance through to sign-off, the app has helped deliver faster outcomes and strengthened customer trust.
The Impact
Since launching the mobile app in 2019, nearly 2,000 contractors have adopted the platform to manage their workloads — significantly improving response times and communication. Sedgwick has seen a 24% improvement in speed to respond and close claims over a two-year period, a meaningful competitive advantage in a time-critical sector.
Internally, the shift to a centralised, cloud-based system has eliminated the need for costly on-site servers and legacy infrastructure. With over 60,000 tasks now completed through the new system and more than 140,000 households supported via emergency repairs, Sedgwick’s digital transformation has delivered tangible benefits at every level — from contractor efficiency to customer satisfaction and operational cost savings.
By investing in the right digital foundations, Sedgwick has future-proofed its service offering, strengthened its market position, and raised the bar for emergency repair delivery across the UK.
“6B have brought our company on leaps and bounds with the use of digital technology. We have a great relationship and they understand our business needs. I would very much recommend 6B to give your business the extra edge when it comes to tech. Awesome company to work alongside.”
– Aaron Lyons, Director of strategic projects, Sedgwick