Field Service SaaS
Manor Software
This project showcases a mobile app and web app interface designed for booking and managing house cleanings. It includes screenshots of the platform’s dashboard, scheduling interface, and payment processing system. Below you will find details relevant to the product lifecycle, various artifacts and demos showcasing a cleaning business interacting with the platform from onboarding to daily operations.
My Role: Founder, CEO, Lead Product Manager
Duration: August 2017 - March 2020
Platform: B2B2C SaaS for Residential and Commercial Cleaning Businesses
Tools: Jira, Confluence, Adobe, Sketch, Keynote, Hubspot, Excel, Mixpanel, Facebook Ads Manager, LinkedIn Ads, Google Suite, Google Analytics, Google Tags, Slack, Mailchimp, Survey Monkey, Github
Background
Entrepreneurship is about empathizing with your target market's pains, needs, and perspectives to uncover opportunities that maximize impact - this is not just a goal, but a necessity. MANOR Software is a prime example of leveraging customer-centric design to prioritize the most impactful features to ship products that make a difference. I'll dive into key elements that contributed to MANOR Software's success.
MANOR Software was developed after receiving numerous requests and having multiple conversations from cleaning facilitators on MANOR. I collaborated with a cohort of clients to gain a deeper understanding their underlying desires and needs and used The Van Westendorp Model to help define potential pricing and product feasibility. I set a goal of getting commitments from 15 businesses. I leveraged feedback to ideate on low level and high level wireframes and built user experience prototypes to optimize UI/UX and to prioritize the most impactful features.
MANOR Software became a premium offering to MANOR a home servicing network, and was designed to meet the needs of residential and commercial cleaning services. On one side, a branded mobile app for their customers to request, coordinate, and manage bookings; on the other side a web app to streamline operations, from scheduling to payments to fleet management to customer engagement - helping to grow their businesses and delight their customers.
MANOR Software revolutionized the way cleaning services were managed, bringing efficiency and modern technology to an industry that had long been underserved by innovation. Our journey is a testament to the power of problem-solving through innovation, empathy, and relentless discovery, proving that even the most fragmented industries can be revolutionized with the right approach.
Project Overview
MANOR Software was a B2B2C platform designed to revolutionize the residential and commercial cleaning industry by providing comprehensive software solutions that streamline operations, enhance client engagement, and boost revenue. The platform enables cleaning businesses to manage appointments, process payments, and maintain customer relationships seamlessly. Additionally, it offers businesses a customizable white-label mobile app, empowering their clients to schedule services, make payments, and interact with service providers effortlessly.
Problem Statement:
Traditional cleaning businesses struggle with manual processes, leading to inefficiencies in scheduling, payment processing, and customer communication. MANOR Software addresses these challenges by providing an integrated digital platform that simplifies operations and enhances customer experience.
Target Audience:
B2B: Small to medium-sized residential and commercial cleaning businesses seeking to digitize and optimize their operations.
B2C: End customers who desire a user-friendly mobile interface to manage their cleaning services with ease.
My Roll
As the Founder and Product Manager, I was at the forefront of the project from inception to launch. My responsibilities included:
Customer Discovery: Conducted in-depth market research and user interviews to identify the core challenges faced by cleaning businesses and their clients.
Product Strategy: Developed the product vision and roadmap, prioritizing features that directly addressed user pain points.
Product Design: Led the design of the user interface (UI) and user experience (UX) to ensure a seamless, intuitive experience for both business users and their clients.
Product Development: Managed the engineering team, oversaw the development process, and ensured timely delivery of key features.
Sales and Marketing: Designed and executed go-to-market strategies, including targeted sales campaigns, marketing initiatives, and customer onboarding processes.
Fundraising: Secured initial funding to support product development and market entry, successfully raising $750,000 from key investors.
Challenges Faced
Integration Complexity: Ensuring seamless integration between the business management tools and the white-label mobile app required careful planning and execution.
User Adoption: Overcoming the initial resistance to digital transformation in the cleaning industry necessitated a robust and targeted marketing strategy.
Scalability: Designing the platform to efficiently scale with the growing number of businesses and end-users was crucial for maintaining performance and user satisfaction.
Key Achievements
Successful Launch: 15 businesses onboarded for launch with the largest being ~200 cleaning operators.
High User Engagement: Achieved a 70% month-over-month increase in active users on the white-label mobile app, indicating strong user adoption and satisfaction.
Revenue Growth: CAC of $5.85, enabled significant recurring revenue growth by facilitating upsell opportunities through the platform’s integrated features.
Positive Feedback: Received a 90% retention rate among businesses using the platform, with numerous testimonials praising its impact on operational efficiency and customer satisfaction.
Lessons Learned
Importance of UX/UI: A well-designed user interface and experience are critical for driving adoption, especially in industries less familiar with digital tools.
Agility in Product Development: The ability to rapidly iterate based on user feedback was key to continuously improving the platform and meeting evolving user needs.
Targeted Marketing: Educating potential users on the platform’s benefits through a focused marketing approach was essential to overcoming industry resistance to change.
Visuals and Media
Client Demo
Various Artifacts
Results and Impact
Market Penetration: MANOR Software became the go-to solution for cleaning businesses, capturing a significant share of the market within two years of launch.
Scalability: The platform successfully scaled to support thousands of users without compromising on performance, ensuring a consistent user experience as the business grew.
Customer Success Stories: Businesses using the MANOR Software reported a 30% reduction in administrative tasks and a 20% increase in customer satisfaction, leading to higher client retention and growth.
Conclusion
The power of strategic planning, collaborative teamwork, and user-centric approach were essential in maximizing impact. By leveraging resources effectively and focusing on meeting the needs of the users, I was able to make innovate and make a lasting impression on a competitive market. As I reflect on this case study, it becomes clear that MANOR Software is not just a technological innovation but a testament to the value of impactful and user-focused development. MANOR Software exemplifies my ability to identify market needs, develop innovative solutions, and lead cross-functional teams through all stages of product development. The success of MANOR's platform not only highlights my leadership and expertise in product management but also demonstrates my capability to drive growth and deliver value in a competitive market.
Thank you for reading!
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