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.

How we got there

When I joined, Home Depot’s vendor onboarding process was held together by individual heroics. Multiple legacy systems each had their own access protocols, documentation sets, and credentialing processes. Support teams were flooded with vendor confusion tickets. Security teams couldn’t enforce consistent practices. And new vendor integrations took far longer than they should have because no one had a clear path through the process.

I started with journey mapping and vendor interviews to understand where the friction actually lived, then facilitated service blueprint and event storming sessions to build stakeholder consensus across groups that didn’t always agree. The security team, procurement, and IT all had competing priorities. Getting them aligned around a shared vision for the portal required making the costs of the status quo visible - specifically the support volume that was eating up engineering and ops time.

The portal I helped deliver gave vendors a unified login and credential flow, surfaced the most-requested documentation upfront, and consolidated onboarding steps that had previously lived across multiple systems. I also championed support ticket categorization so we could measure the downstream impact rather than relying on anecdote.

What this built

• A self-serve vendor onboarding experience. Vendors could get credentials, find documentation, and complete onboarding without routing through support - cutting tickets by 30% and onboarding time by 45%.
• Cross-team alignment that stuck. The 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 from this project set the template for future internal tool initiatives at Home Depot.