A home services app wins 74% of bookings in 60 days.

The challenge

A Mumbai on-demand home services platform was running its entire business through WhatsApp threads and phone calls. There was no app, no scheduling system, and no record of who was assigned to which job. A booking meant a coordinator typing addresses into chat and calling providers one at a time.

The cost showed up in response time and trust. Average provider response sat at 43 minutes, and a customer often had no idea whether anyone had picked up the job. Repeat bookings stalled at 28% because there was no reason to come back to a phone number you had to dig out of your call log.

The operator wanted two apps, one for customers and one for providers, with live tracking and a payment flow that Indian users already trusted. The brief was a working booking system, not a glossy demo.

The approach

Webzenia built dual-sided native apps, one for customers and one for service providers, on React Native with a shared Firebase backend. A single codebase shipped to both the Play Store and the App Store, which kept the Android and iOS builds in step for an audience split across both.

The customer app handled booking, live provider tracking, and payment through Razorpay, with UPI as the default option because that is how Mumbai pays. The provider app pushed real-time job alerts, accept-or-decline controls, and a route view, so a plumber on a scooter could respond from the road instead of waiting on a coordinator's call.

The flows were drawn in Figma against the messy reality of the old WhatsApp process, then rebuilt as a clean two-tap booking. We instrumented every release with Sentry so a crash on a low-end Android in the field surfaced the same day, not a week later in a support ticket.

The whole build ran 18 weeks from kickoff to a public launch on both stores.

The results

74% of all bookings moved to the app within 60 days of launch, with no new staff added. A structured booking system replaced the chat-and-phone workflow without growing the team.

Average provider response time dropped from 43 minutes to 8 minutes. Alerts reached providers directly instead of routing through a coordinator on the phone.

The repeat booking rate nearly doubled, from 28% to 54%. Live tracking and saved addresses turned a one-off phone job into a habit, and the gains held three months past launch without a discount campaign.

The stack behind it

• RNReact NativeMobile
• FiFirebaseBackend
• RaRazorpayCommerce
• FiFigmaDesign
• SeSentryReporting
• PCPlay ConsoleDistribution
• ASApp Store ConnectDistribution