Connecting Property Managers with Contractors
**Introduction:** NVR, a well-known commercial home improvement and maintenance company located in the Washington, D.C. area, has engaged CodeBright to create a custom mobile iOS app called “Property Management Simplified.” Since a significant 90% of NVR’s business comes from its existing clients, the app’s main objective is to enhance customer loyalty. Through this app, customers can conveniently schedule services and earn reward points for each service call, providing them with an incentive to remain loyal to NVR and to be less sensitive to pricing.
**Problem:** The NVR team takes pride in delivering top-notch commercial building maintenance to their loyal customers, who are primarily commercial property owners throughout the Washington, D.C. metropolitan area. Although customer satisfaction has consistently exceeded the average industry standards, the high-quality services come with higher-than-average prices, reinforcing the adage "you get what you pay for." NVR aimed to find additional methods to foster customer loyalty to address concerns about their pricing.
**Solution:** The CodeBright team proposed developing a custom mobile app tailored for NVR's existing customers, which would 1) simplify the service request process to be as easy as calling an Uber and 2) enable customers to earn bonus points for each service request—similar to reward systems offered by credit card companies (where greater spending translates to more points earned). The app also allowed customers to schedule appointments, receive reminders, and track project statuses (e.g., Appointment Scheduled, Project Started, Project Completed). Furthermore, it archived all service calls with essential information for reporting (tax purposes and future maintenance). For multi-unit residential properties, residents could request service calls directly (pending property manager approval).
**Results:** With the launch of the new mobile app designed specifically for existing customers, NVR experienced significant initial engagement and positive feedback from users. Within the first eight weeks after the app’s launch, the new service request process led to a nearly 30% increase in service requests, a 20% rise in order size, and favorable responses from property managers who recognized the time savings generated by using the app, particularly those overseeing maintenance for numerous residents.