We built a cross-platform mobile app for a home-service company. Instead of phoning, customers book services, choose times, get updates, manage payments and see their service history in one place.
Industry: Professional & Business ServicesService: Web & MobileUpdated
Overview
The challenge
Many routine tasks meant a phone call: booking a service, moving an appointment, checking when the technician would arrive, looking back at previous work or asking for an update.
The company wanted an app that took that routine work off the support team and gave customers one clear place to manage their visits.
Routine booking and status questions kept the support team busy with avoidable calls.
Customers couldn't easily check an appointment's status or look up past services.
Booking, payment and support each happened through a different channel.
The solution
Customers pick a service, a preferred time, the location and any details the visit needs, one step at a time.
Notifications and live status updates tell customers what is happening, so they don't need to call and ask.
Customers manage their payment details and see previous jobs from the same account.
Before and after
Before
Phone calls
Customers rang staff to arrange appointments.
After
Self-service
Customers book directly in the app.
Before
Call for status
Customers phoned support to ask about progress.
After
App notifications
Changes to the appointment are sent automatically.
Before
Scattered records
Customers kept track through messages and receipts.
After
One account
Service history and payment details are easy to look back on.
Key features
A single cross-platform build covers both iPhone and Android customers.
Business impact
Faster delivery on both platforms
Customers handle the main steps of a service, from booking to following the visit, without calling the office.
Business impact
A smoother customer experience
Payment details and past visits sit in the same customer account.
Business impact
Easier self-service
Results
Simpler Booking
Customers create appointments themselves, without staff having to step in.
Before: Phone BasedAfter: Self-Service
Less Routine Support
Notifications and in-app status answer routine questions, so fewer customers need to call.
Before: HighAfter: Lower
More Convenient Service
Booking, updates, payments and history now sit in one app.
Before: DisconnectedAfter: Connected
Faster delivery
Starting from tested components meant less setup, so the app reached customers sooner and more of our time went into the booking journey.
Our tested sign-in module gave customers secure accounts and kept each person's bookings and payment details private to them.
A reusable integration layer linked the app to the systems behind bookings, technician visits and payments.
Standard monitoring and error handling flagged problems in the booking and payment flows as customer numbers grew.
Our existing notification module sent booking confirmations and appointment status updates to customers' phones.
Trust and control
Customers and staff see only the information and actions that belong to their account or role.
ACCESS CONTROLLEDBookings, visit updates and payment records stay linked to each customer's account.
CONNECTEDMonitoring and clear error handling keep the app dependable as more customers sign up.
RELIABLEThe company owns the app, the workflows and integrations behind it, and its full source code.
100% OWNEDCustomers can book a service, choose a time and location, and get notifications before and during the visit. They can also manage payment details and look back at previous jobs from the same account. All of this works in one app for both iOS and Android phones.
Routine calls fell because customers can now book and check appointment status in the app instead of phoning. Notifications tell them about changes automatically, and their service history is always in their account. The support team spends less time answering simple booking and status questions.
One cross-platform app let the home services company reach iPhone and Android customers with a single product, which made delivery faster. Customers get the same booking, tracking and payment features on either phone, and the company has one app to maintain as its customer base grows.
If your customers still phone to book or chase a technician, we can help you give them one iOS and Android app for the whole visit.