Pro Trade Credit

Overview

The Trade Credit Program is one that hasn't been but one year old in its existence. There are variables to our Home Depot's Pros want to shop but there was an underlying pain point that for those Pros working on projects they were unable to pay for their supplies. Many of the Pros that shop with Home Depot were forced to incrementally purchase while also choosing other wholesalers to do business with.

Home Depot learned of this gap and launched the Pro Trade Credit program addressing a more than $900Billion market with more obtainability than we have originally believed. The trade credit business historically falls under financial institutions and wholesalers. This shift is major for the Home Depot and setting up this program expands Home Depot's reach and continuity in real estate and Pro contracting business.

Problem Statement:

Construction loans are disbursed in stages rather than as a lump sum, with funds released as specific project phases are completed. ​​

To access funds from my loan, I must demonstrate that each phase has been successfully finished—this includes verifying that materials have been received, work is completed, inspections are conducted, and reconciliation is finalized. ​

If I as a Pro fail to provide the necessary documentation, such as budgets, invoices, and other required paperwork, the lender may delay or deny the next draw. This disruption could jeopardize my project's progress, leaving contractors unable to pay their teams and potentially putting their business at risk. ​

​That’s why reconciliation is crucial in ensuring the smooth progression of my project from start to finish.​Opportunity:

Today our Pros are spending time in the ProXtra and Admin level accounts. This requires multiple logins and difficulty matching purchase history with orders and invoices. We today can provide one singular place to enable Pros to be able to shop, pay, do accounting and pay invoices all in one singular place.

Objective:

Build a seamless, intuitive reconciliation and payment experience that empowers our customers with clarity, efficiency, and confidence. ​

Research:

My research team had conducted a compiled effort to align what the scale and addressing will look like when we approach a solution for our Pros. We have learned that there is north of a $170M impact if we choose to continue with our current involvement.

Impact:

IMPACT​

• Achieve a 4.5 Ease score for Invoices and a 4.3 Ease score for Payments (Reconciliation)​

• Protect $169M (33% of 2025 PHA Sales Goal) in return sales revenue in 2026 by optimizing reconciliation.​

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"About 33% of customers say they would consider switching companies after just one poor customer service experience - and this includes things like frustrating or inaccurate reconciliations." – PwC, Future of Customer Experience (Global Survey, 2018)​