Building management system: Improving resident experience by 32% with seamless communication
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Project overview
Building and strata managers spend most of their days answering residents’ calls and emails or hunting down contact details or building information. The remainder of their time is split between handling move-ins and move-outs, managing access to the premises, and notifying residents about upcoming construction work or cleanup.
Our client, MIMOR, is an Australian business determined to facilitate communication between residents, owners, service providers, and strata and building managers with an all-in-one solution. This system would centralize all communication and information with a robust toolkit, including digital noticeboards and a document library.
With the UI/UX design ready, MIMOR needed a reliable partner to turn prototypes into a fully functional solution with high performance, solid scalability for buildings of any size, and seamless support for real-time data streaming. That’s when we came on board to build the system’s frontend and part of backend.
Services
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Challenges
Our client’s main challenge was ensuring the system could easily handle buildings of different sizes, potentially with hundreds of residents. Since the system’s core features include real-time communication, a dip in performance would significantly reduce the quality of the user experience.
Other challenges included building a fast and responsive frontend for the system and integrating it with third-party systems like SMS Everyone. We also had to pay extra attention to the system’s communication features to ensure they were convenient and reliable in use.
Based on our extensive discovery phase, we set out to develop the system with these business needs and technical requirements in mind:
Strategic business needs
01 Launch a building management system consisting of resident and building manager/owner portals
02 Ensure the system shows high performance and scalability combined with a fast and responsive interface
03 Deliver tangible business value to customers in the form of resident experience improvement and faster workflows
04 Limit customer churn to 15% within the first year
05 Achieve a CSAT score of at least 85 among early users
Technical requirements
01 Develop the frontend and part of backend based on existing UI/UX wireframes and prototypes
02 Implement a comprehensive communication toolkit, including bulk SMS messages and emails and a digital noticeboard
03 Integrate the solution with third-party systems (e.g., SMS Everyone for bulk SMS campaigns)
04 Build a booking system for scheduling move-ins and move-outs
05 Develop a calendar for managing events, appointments, and access to common areas
06 Implement secure information and file storage and management
07 Achieve the application performance index (Apdex) score of at least 90
08 Limit the response time to <0.3 s and latency <50 ms
09 Ensure the application’s stability, availability, and performance under spikes in request rates
We’ll ensure your system consistently performs well with an optimized software architecture.
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Solutions
To build a fast, responsive front end, we chose Angular, a TypeScript-based web application framework. We were motivated by its main advantages: cleaner code and high scalability. The framework is also a solid choice for building cost-effective cross-platform applications while ensuring speed and performance.
As for the backend, we opted for a mix of RxJS, PHP, and Laravel to implement the modular architecture optimized for performance and scalability. All REST API integrations were thoroughly tested and optimized for performance, as well.
The solution itself consists of two portals, each with distinct feature sets:
- Building owner/manager portal: Email and SMS communications with residents and service providers, digital noticeboard, stats overview, billing management, move-in/move-out register, building information database, file storage library, building calendar
- Resident portal: Digital noticeboard, move-in/move-out booking, billing management, issue reporting, access to building information and documentation
Our dedication to the system’s performance paid off across KPIs: MIMOR’s Apdex score reached 96, all while the response time and latency were minimized according to our client’s requirements. At the same time, our unrelenting focus on user experience helped MIMOR secure a 91 CSAT score among early adopters.
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Move-in move-out booking
Via a dedicated portal, current and future residents can book their move-in or move-out. The automated system will then notify all stakeholders about it, including building managers, real estate agents, and cleaners. Residents can also make changes to the booking and easily access the moving guidelines and building information to facilitate the move.
Thanks to this automated system, residents no longer have to spend time making appointments with building managers. That’s one of the reasons why MIMOR adopters reported a 32% increase in resident satisfaction.
Calendar for better time management
Building and strata managers can have a bird’s eye view of all appointments and events for a specific building, from an ad hoc plumber visit to scheduled elevator maintenance. The calendar also automatically pulls scheduled move-ins and move-outs from the form filled out by residents.
Thanks to this feature, building and strata managers can also manage access to specific premises for a certain period, maintaining their security.
The calendar was one of the features praised most frequently in user testing as a time saver, helping the system secure a CSAT score of 91.
All communications in one place
With MIMOR, building and strata managers can send out bulk emails to notify residents about events or policy changes. The system also enables them to communicate with a subset of residents or one-on-one over email. Custom email templates streamline this process even further.
Thanks to our seamless integration with SMS Everyone, vital notifications like safety alerts can be sent via SMS right from MIMOR.
Early adopters among building and strata managers reported that these features helped them save 37% of time previously spent on communication with residents and service providers.
Centralized billing management
With MIMOR, residents can easily add their billing details to the system via a simple form. But simplicity doesn’t come at the cost of potential errors: we implemented a comprehensive set of validation rules to prevent erroneous data. At the same time, updating and managing billing information can be done fast with our smooth workflows.
This feature was deemed another time saver for building and strata managers. Early feedback suggested billing management became 23% faster, mostly because residents could add their billing details autonomously.
Building information database and file storage
MIMOR centralizes all building information in one place, from lift dimensions to emergency contacts. All this information can be easily accessed via the resident portal. Managers, in turn, can promptly update building information using our convenient workflows.
The file storage library, in turn, allows managers to store any number of files, from manuals and rules to meeting notes and welcome videos. We ensured the library remains secure with granular access and management permissions, all while enabling users to customize it with folders and subfolders for easy navigation.
These two features were a time-saver for building and strata managers. Early users among them reported they spent 41% less time on data retrieval thanks to MIMOR.
Comprehensive, easy-to-grasp stats
All the building and resident data going through MIMOR is used to calculate a variety of metrics relevant to decision-making. We put these stats at managers’ disposal via their user account, with support for custom report generation built into the backend.
Thanks to these stats, all stakeholders can have the latest information on their property’s financial performance, maintenance costs, and more. We ensured that all stats are updated in real-time with minimum lag so that no outdated information muddies the waters.
Tech stack
Impact
From its launch, MIMOR has grown into a system used to manage hundreds of buildings in Victoria, Queensland, and New South Wales. Our focus on performance, scalability, and frictionless user experience helped the system attain its goals, such as:
We can ensure a smooth data flow into your system with minimum latency and response time.
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The responsiveness, attention to detail and high-level communication from Darly Solutions was outstanding. Communication with the team was all online and was absolutely seamless. They were highly responsive, worked to tight deadlines and provided great feedback and communication throughout the entire project to ensure it remained on schedule and all quality requirements were being met. They exceeded all of our expectations, from design through to delivery.
LLC Darly Solutions's team performs well since the collaboration started. They are fluent in specific programming languages, they are also fluent in English, and they have a great response time. What is most unique and impressive about Darly Solutions is that everyone in the team is inherently communicative and understands the expertise of their respective fields. The team is very agile and can predict stress situations in which we work together to fix and maintain.
Darly Solutions' work so far inspires confidence, as they're skilled and trustworthy. The health platform is incredibly happy with their work. The team at Darly is communicative, responsive, and responsible. I’d recommend them to people looking to do more than build a simple little software.
By collaborating with Darly Solutions, there is a significant improvement in the project's quality of codes compared to their original codebase. They lead efficient project management and keep the client updated with their reports. They're a flexible team that delivers promising results. They don't just do as they're told, they actively participate in the design process, which is going to yield us a much better platform in the end.
Darly Solutions was able to develop the site with all functions running. The team was responsive throughout the engagement. They excelled at scheduling and delivered projects on the specified timeline. The whole team was a pleasure to work with. I am very glad that I entrusted them with my project, this is the best company for me!
The quality of their work is very high, and we get very good customer feedback on what our site looks like. They're very reliable and have a great overview of the technologies they're using. They meet our deadlines and are very accurate with their time estimations on a project. In addition, they're responsive and great with communication with a great command of English — it's very easy to talk to them. Moreover, we've integrated them into our development and scrum process, where we have daily stand-ups with their project manager and developers through Slack.
LLC Darly Solutions are highly skilled at UI/UX and follow very good engineering standards, and have been very professional in its approach to all the work to date (including the initial consultancy, which was the deciding factor). They have taken ownership of the work in way that demonstrates how much they value the work they are doing and consequently the work we are doing. I am gaining confidence that the decisions they make are good decisions and that this will result in a product that will exceed our initial expectations.
Darly Solutions developed the app in a quick manner, and the code quality was excellent. The professional team was committed to building a successful product. The code quality was good, and the app has been built in a little more than 1 month, which is a result I'm very happy with. They were laid back but professional at the same time.
Darly Solutions’ work helped my business tremendously. They were able to identify key areas for growth and improvement. The team was communicative and professional throughout the entire engagement. LLC Darly Solutions is a solutions-oriented vendor that drives results. They’re really professional and they know what they’re doing. The team knows how to identify my problems and solve them.
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