SoftDocket

Solution · Customer & Resident Experience

One app. Every resident, every guest, every customer.

Helpdesk, payments, bookings, surveys, NPS — in the app residents and customers actually open every day.

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What CX leads tell us

The CX layer everyone underinvests in.

  • App fragmentation

    One app for billing, one for visitors, one for tickets. Residents uninstall.

    Adoption risk

  • Tickets in WhatsApp groups

    No SLA, no assignment, no closure proof. Loud residents win; quiet ones don't.

    Quality risk

  • NPS blind spots

    Monthly meeting decides what residents want. Actual sentiment is in WhatsApp memes.

    Strategy risk

  • Survey fatigue + low response

    Google Forms gets 8% response. No segmentation. No follow-through.

    Signal risk

  • Channel mismatch

    Older residents on WhatsApp, younger on the app. One-channel strategies miss half.

    Reach risk

How SoftDocket solves it

One app. Every channel. Every voice heard.

Resident / customer portal + mobile app + helpdesk + surveys + NPS — wired to WhatsApp, push, and email.

  • Single resident / customer app — billing, visitors, bookings, helpdesk, payments
  • Helpdesk with SLA timers, photo evidence, vendor assignment
  • In-app + WhatsApp surveys with conditional logic
  • Continuous NPS sampling — not one-shot annual
  • Segmented broadcasts — by block / age / language / role
  • Multi-language support — English, Hindi, Tamil, Kannada, Marathi, more

  • Portal + app

    One login. Billing, helpdesk, visitors, bookings — all in one place.

  • Helpdesk + SLA

    Photo evidence, vendor assignment, breach escalation.

  • Surveys + NPS

    Continuous sampling. WhatsApp + in-app + email.

What you get out of the box

Four modules. One CX layer.

  • Resident / customer app

    iOS + Android + web. Billing, visitors, bookings, helpdesk, payments.

    • Single sign-on across modules
    • Push + WhatsApp + email notifications
    • Offline-capable for low connectivity
    • Multi-language UI
    • Family / sub-account support

  • Helpdesk

    SLA-driven tickets with photo evidence, vendor assignment, closure proof.

    • Category + priority
    • SLA timers + breach escalation
    • Vendor / staff assignment
    • Photo evidence
    • Resident satisfaction rating on close

  • Surveys + NPS

    Conditional logic. Segment, deliver, follow up.

    • Drag-drop builder
    • Conditional questions
    • WhatsApp / in-app / email delivery
    • Continuous NPS sampling
    • Closed-loop follow-up workflow

  • Segmented communications

    Right message, right person, right channel.

    • Segments by block / age / role / language
    • Templates + variables
    • Delivery + read receipts
    • A/B test
    • Two-way replies route to helpdesk

Voice → action loop

Four steps to a closed-loop CX program.

  1. 1

    Listen

    Continuous NPS + survey + helpdesk signals captured automatically.

    Signal in

  2. 2

    Segment

    Detractor vs passive vs promoter. By block, age, language, role.

    Audience built

  3. 3

    Act

    Detractor triggers helpdesk follow-up. Passive gets check-in. Promoter gets referral ask.

    Auto-action

  4. 4

    Measure

    NPS trend, closed-loop completion, ticket-to-CSAT correlation — refreshed daily.

    Trend visible

Integrations

Talks to every channel residents actually use.

  • WhatsApp Business

    Channel

  • Firebase Push (FCM)

    Channel

  • Apple Push (APNs)

    Channel

  • Twilio SMS

    Channel

  • AWS SES

    Email

  • Typeform (external surveys)

    Surveys

  • Zoom (resident townhall)

    Meetings

  • Razorpay (in-app pay)

    Payments

  • Google Maps

    Location

  • Mixpanel (app analytics)

    Analytics

Security

Resident data treated like financial data.

  • PII encryption

    Phone, email, address encrypted at field level. Per-tenant keys.

    AES-256-GCM

  • Consent + DSR support

    DPDP-aligned consent capture. Data subject request workflow built-in.

    DPDP Act 2023

  • Role-based visibility

    Staff see only their site. Vendors see only their tickets. Residents see only their family.

    Field-level RBAC

  • India data residency

    Mumbai region primary. Replica in Hyderabad. Optional cross-region.

    DPDP-compliant

Analytics

CX metrics every GM should see weekly.

Resident NPS
+38 pts

First 6 months

App MAU / household
92%

Up from 27% legacy app

Helpdesk CSAT
4.6 / 5

Post-resolution survey

Survey response rate
67%

WhatsApp delivery vs 8% form

Closed-loop completion
84%

Detractor follow-up

Helpdesk MTTR
-46%

SLA-driven workflow

  • NPS trend by site + segment + language
  • Helpdesk dashboard — open, SLA breach, CSAT
  • Channel mix — WhatsApp vs push vs email vs in-app
  • App engagement funnel — install → activate → daily active

Customer voices

CX leaders on the change.

  • “Resident NPS went from 19 to 57 in one year. Closed-loop follow-up was the unlock.”

    Divya Menon

    Community Manager · Sobha Dream Acres

    NPS 19 → 57

  • “Survey response went from 8% on Google Forms to 67% on WhatsApp. Decisions feel grounded now.”

    Vinod Sharma

    Operations Manager · Hiranandani Estate

  • “Our older residents finally use the app — multi-language UI made it feel like theirs.”

    Kavya Lakshmi

    MC Treasurer · Adarsh Palm Retreat

    App MAU 27% → 92%

Ready when you are

Make every resident voice count.

Get a walkthrough with a CX specialist. We'll show you the closed-loop NPS workflow live.

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Customer & Resident Experience — SoftDocket