Experiences designed. Systems that run them.
A few customer stories.
Eight buildings, run on Google Sheets.
WeWork had eight New York buildings when they brought me in. Inventory lived in spreadsheets. Tours were booked by phone, text, and email. Contracts and payment collection happened by hand, one prospect at a time. Nothing about it would survive the expansion they were planning.
What we built
A single system on Salesforce holding live inventory for every desk and office, with a booking layer on top of it. Prospects found an open tour slot and booked it themselves. Reminders went out by SMS with links to reschedule or cancel. No-shows were flagged automatically and triggered a follow-up to rebook.
Building teams ran the tour and filled out a survey that wrote straight back to the opportunity. From there they could see what was available and make an offer on the spot. The membership agreement went out by email and SMS, and the prospect opened it on a custom portal under WeWork’s own domain, where signing and paying happened in a single step.
That one action closed the opportunity, stored the executed agreement, wrote the payment method into billing, and sent the welcome email that started the membership. Marketing automation ran the drip campaigns underneath all of it.
What changed
Lead to signed member became one continuous flow with no manual handoffs, no rekeying, and no step that required someone to remember to do it. WeWork expanded globally on the system that replaced those spreadsheets.
A property management system built from nothing.
Dune ran thirty properties on a fractional ownership model, where individual owners hold specific units and share in the revenue those units produce. No off-the-shelf property management system handled that, and the ones that came close handled everything else worse. So we built the whole thing.
What we built
Direct booking on their own site, running against live availability and rates, with rates managed across the portfolio and synced in real time to Airbnb, Booking.com, and the other channels. Reservations, payments through Stripe, guest statements, and the full check-in and check-out cycle.
The ownership model ran inside the same system: revenue sharing calculated per unit, monthly owner statements, and payouts issued by eCheck.
Housekeeping status drove the guest experience. The system tracked every room as occupied, vacant, dirty, or clean, and the moment a room was ready it checked the guest in automatically and texted them their room number and a door code generated by an integration with the locks. Nobody had to stop at a front desk.
Guests replied to that same thread for anything they needed, and the conversation stayed in the system. Before arrival they were offered extras they could book and pay for directly, from welcome baskets to firewood to events. The HVAC integration set room temperature back at checkout and brought it to a comfortable setting before the next guest arrived.
What changed
Booking, payment, housekeeping, access, guest communication, energy, and owner accounting stopped being separate systems with people in between them. Thirty properties ran as one operation, and arrival became a text message.
Tell us what is not working.