Capstone – Project Charter

Design a detailed strategy for customer service and customer retention

A Collaboration Between

Engagement Synopsis

UpTop traditionally works with large property management entities and landlords and needs help better retaining and servicing their customers. They're hoping to leverage you to explore best practices, tools, and technologies that can be used to improve their customer service, client retention, and up-sell process.

Company Information

CompanyUpTop
HQNew York
RevenueUnlisted
Employees10-25
StageEstablished Startup
Hiring PotentialFormal Internship, Entry Level Full-Time, Upper Level Full-Time
Websitewww.liveuptop.com

Company Overview

Managing rentals is a headache. We think it's time to change that. UpTop makes residents happy. And that will make owners and operators happy. UpTop automatically handles the tedious chores, freeing up management and ownership teams to focus on what matters. Residents sign in and get what they need. Maintenance, concierge, payments, paperwork, and communication. They take care of everything in one place, which leads to increased retention.

Company Supervising Team

Company Admin

Frank

[email protected]

Head of Operations & CMO

Jonathan

[email protected]

Course Info & Engagement Details

SchoolUniversity of Notre Dame Mendoza College of Business
Engagement FormatCapstone - Small Team Consulting Project - Students work in small groups of 2-6 directly with faculty and host company project champions on developing real solutions to real-world challenges.
ProgramBusiness Analytics Masters Program
CourseMSBA Capstone – SPRING 2020
LevelGraduate
Students Enrolled5 Students per Group (61 Enrolled in Program)
Meeting Day & TimeMonday OR Wednesday (3:00 - 4:50 PM ET)
Student Time Commitment4-7 Hours Per Week
Company Time Commitment2 Hours
Duration14 weeks (01/20/2020 - 04/22/2020)
Departments InvolvedAccount Management
Customer Service
Growth Strategy
Operations
Sales & Business Development
Software Design & Development
File Attachments

School Supervisors

Instructor

Scott

[email protected]

Students

There are currently no students assigned.

Collaboration Timeline

  • December 1, 2019

    School faculty will begin interviewing interested companies and discuss project ideas.

  • January 3, 2020

    Final date for companies to express interest in participating.

  • January 10, 2020

    School faculty and project champion finalize project charter, legal documents, and background materials.

  • January 20, 2020

    OFFICIAL PROJECT LAUNCH: Companies are welcome to visit campus. Notre Dame is willing to provide hotel near campus for visiting company personnel. Goal is to meet the students and kickoff the project. Web conference as alternative is appropriate.

  • April 22, 2020

    OFFICIAL PROJECT END: Companies are *encouraged* to visit campus for final presentations. Notre Dame is willing to provide hotel near campus for visiting company personnel. Web conference as alternative is acceptable.

Key Milestones & Project Process

  • January 29, 2020 - Explore UpTop's Website and Industry

    1. What’s a property manager?
    2. What does UpTop do?
    3. What does UpTop’s team look like?
    4. Why do customers need something like UpTop?
    5. Who are the key competitors?

    Suggested Deliverable:

    Come to class prepared for a 30-minute web conference with the company’s executive team. Please prepare a list of questions to discuss throughout that session.

  • February 19, 2020 - Enterprise Sales Customer Service and Customer Retention Market Research

    1. How does enterprise customer service differ from B2C?
    2. How does customer retention differ from customer service?
    3. Review sales funnel for enterprise vs. B2C approach?
    4. What research exists around best practices for enterprise customer retention?
    5. What key criteria are needed for successful customer retention strategy? Consider:
      1. People?
      2. Tools?
      3. Process?

    Suggested Deliverable:

    Prepare a 15-minute presentation for the company based on your insights so that the company can provide feedback.

  • March 4, 2020 - Analyze UpTop's Current Customer Service Process

    1. Who does UpTop Serve? Who are the most essential stakeholders?
    2. How are these individuals tracked? How does the company interact with them?
    3. How does the company communicate with these customers? What tools are they using?

    Suggested Deliverable:

    Prepare an in-class presentation and written Q&A for company to answer.

  • April 1, 2020 - Round 1 Recommendations: How do you suggest improving the customer retention process?

    1. How does UpTop’s customer retention strategy need to be improved?
    2. What tools would be required?
    3. What would be the cost-benefit of your proposed plan?
    4. How long would it take to implement?
    5. Who would be responsible for managing this process?

    Suggested Deliverable:

    Present your 1st round of recommendations to the client for feedback and re-focus.

  • May 6, 2020 - Implementation & Technology Recommendation

    1. What are your final recommendations regarding UpTop’s customer retention strategy?
    2. What tools would you recommend moving forward with?
    3. How would you implement this plan?
    4. How would you measure success?

    Suggested Deliverable:

    Prepare a final presentation for UpTop’s leadership team on the best way to improve their customer retention strategy.