Admin Center

HappyCo↗︎ offers a collection of multifamily software & services designed to centralise property operations and improve the resident experience. Think inspections, work orders and maintenance tools used by the biggest multifamily companies in the world.

Today, customers subscribed to multiple products from a single company expect efficiency and simplicity in administering systems. These are no longer differentiators, but are essential ingredients for success. As HappCo began its evolution from a single product to a multi-product company in early 23', its administrative experience had to catch up, as we had begin to see customer frustrations begin to contribute to churn.

Case-Study

SNAPSHOT

PROBLEM

Creating a single source of truth for account management for our customers was not just a functional upgrade, but a strategic imperative. The growth of the company and the adoption of new product lines depended on a seamless change management experience and it was time to level up to our enterprise competitors.

The consequences of inaction were:

Increased administrative workload
Data duplication resulting in synchronisation issues
Customer churn
Increased support volume

Ignoring the technical challenges (of which there were many), understanding the intricacies of the established administrative and on-boarding processes, steeped in over a decade of accumulated context, presented a huge challenge. Having to document and internalise these flows to offer meaningful restructure became the bulk of my efforts.

SOLUTION

Reduce administrative burden: A unified, intuitive interface for managing users, roles, and property access across all products will drastically cut down on the time and effort currently expended by our customers and launch teams.
Improve data integrity: Centralize administrative functions to eliminate inconsistencies and synchronization issues. Namely, all facets of customer-facing integration configuration with their Property Management System (PMS).
Enhance decision-making: Allow customers to order new properties instantly (so that we can get paid), get access to the latest feature releases and configure executive team report scheduling. Give the control back to our administrative champions!

Releases

Development of the first instantiation of the Admin Center (User Management) began in July 23' and was built over 3 months and released to customers in October 23'. From there, the team has released the following functionality:

Integrations
Enable seamless connectivity with various Property Management Systems (PMS), Dropbox, and other partners, facilitating efficient data exchange and enhanced functionality across platforms. Plus, JoyAI powered↗︎ PMS category mapping for work orders!
SSO + SCIM
Implement Single Sign-On (SSO) for access control, and System for Cross-domain Identity Management (SCIM) for automated user provisioning
Property Provisioning
Automate the setup and configuration of new properties within the system, ensuring they are quickly operational with all necessary settings and integrations.
Release Updates
Keep the system up-to-date with the latest features, improvements, and security patches through regular release updates
Teams
Manage user groups and permissions effectively
Corporate Contacts
Maintain and manage a directory of corporate contacts for report delivery

OUTCOME

Admittedly, an 'Admin Center' is table-stakes for any enterprise software. So, this project wasn't conceptually novel. However, the feedback from our customers has been overwhelmingly positive.

Coming on close to a year since launching the Admin Center, we have experienced the following tangible results:

Since launch, only a single customer churned marked with Administration or Change Management against there account. This is a reduction of ~80% from the same period in 23'.
From Zendesk↗︎: Support tickets submitted by Role === Administrator is down close to ~34% in the last 180 days vs the 180 days prior
From Gainsight↗︎: New Integration Funnel has a 92% completion rate (of 264 attempts), which had previously always required our customer-facing teams to configure
1333 MAU's (Account Administrators) access the Admin Center in the last quarter, which is a 142% increase in Q1's average of 551.

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