Centralized B2B Vendor Portal for Home Depot

The impact

Support tickets cut by 30%. Vendor onboarding time reduced by 45%. Internal teams aligned around consistent, scalable vendor workflows for the first time.

I embedded as a consultant PM in Home Depot's internal tools team to lead the strategy and delivery of a centralized B2B vendor portal. The work replaced a fragmented, manual support model with a self-serve experience that unified credential access, documentation, and onboarding across procurement, security, and IT.

The blocker was alignment, not technology

When I joined, Home Depot's vendor onboarding was held together by individual heroics. Multiple legacy systems each had their own access protocols, documentation, and credentialing, roughly 550 separate login configurations across them. Support teams drowned in vendor-confusion tickets, security could not enforce consistent practices, and new vendor integrations took far longer than they should because no one owned a clear path through.

The technology was the easy part. The hard part was that security, procurement, and IT had competing priorities and no shared reason to converge. You do not move three entrenched orgs with a better wireframe. So the real work was making the cost of the status quo undeniable: I quantified the support volume the fragmentation was generating, in engineering and ops hours, and put that number in front of everyone. Journey mapping and vendor interviews located the friction; service blueprint and event storming sessions turned "your system is annoying" into a shared picture of what it was costing all of them.

The portal that came out of that alignment gave vendors a unified login and credential flow, surfaced the most-requested documentation upfront, and consolidated onboarding steps that had lived across multiple systems. I also championed support-ticket categorization up front, so the impact could be measured rather than asserted. That instinct, instrument before you claim, is what let this engagement report 30% and 45% instead of "it feels better."

What this built

• A self-serve vendor onboarding experience. Vendors could get credentials, find documentation, and onboard without routing through support, cutting tickets by 30% and onboarding time by 45%.
• Cross-team alignment that stuck. Shared service blueprints and shared metrics gave procurement, security, and IT a common language and a reason to maintain the portal together.
• A precedent for internal tooling at scale. The patterns, governance model, and measurement approach set the template for future internal-tool initiatives at Home Depot.