This episode begins by discussing a mouse problem in Vaishnavi's house and goes on to understand how Urban Company is addressing this and more.

Jessie describes how Urban Company was next to a miracle in solving her domestic woes and invites Nikhil Shanker, VP - Customer and Partner Experience at Urban Company to explain how they do it.

It's not easy taking on the challenge of converting a diverse population of service providers into a cohesive and responsive service team. It requires good design, process, and of course, a 2x2 matrix!