The Challenge
When Haven first approached Liftify in mid-2024, their reputation management was limited to ServiceTitan's basic two-touchpoint system setup—one request channel with minimal customer insights. While functional for basic review collection, this reactive approach left critical gaps:
- No systematic visibility into customer experience themes across brands
- Inconsistent review volume and no strategy for monitoring brand performance
- Limited channels for customer feedback beyond basic reviews
- No process for closing the loop on negative experiences or resolving customer issues
As they prepared for a major rebrand from Watermark Home Services to Haven Services in early 2026, leadership recognized that reputation building needed to become a strategic priority—not just for growth, but for maintaining brand equity through the transition and supporting new location launches.
The Solution
The partnership began with Nixco (one of Haven's brands) in August 2024, implementing Liftify's review generation and NPS survey platform. Following early success, Haven progressively expanded the partnership across all nine brands over the subsequent months, with reputation building established as a core strategic pillar for 2025.
The implementation followed a deliberate, phased approach that evolved with Haven's business needs:
Phase 1: Foundation Building
Haven started with Nixco to prove the concept, then systematically rolled out review generation and NPS surveys across the portfolio. The campaigns went live strategically: 6 locations initially launched, followed by 1 location shortly after, and 4 more in the following months. In under a year, the combined portfolio had surpassed the 10,000 Google Reviews milestone—a testament to consistent customer engagement at scale.
Phase 2: Advanced Experience Management
With strong review volume established, Haven unlocked Liftify’s CORE package functionality in January 2026, adding negative review disputing and systematic ticketing. The Ticketing system created a formal process for managing and resolving negative experiences across both reviews and surveys. This proactive approach delivered measurable impact: within two months of implementing ticketing, Haven achieved a 44% true resolution rate. Unlike closed tickets where issues go unresolved or customers don't respond, these represent genuine resolutions where Haven worked through the problem with the customer and recovered positive sentiment—a dramatic improvement from having no visibility into negative experience outcomes.
Phase 3: Strategic Rebrand Support
As they transitioned from Watermark Home Services to Haven, Liftify supported the rebrand with tailored strategies to maintain legacy brand trust while building new brand awareness. The partnership launched a Haven Cleveland Google Business Profile with custom messaging campaigns, implemented randomization workflow adjustments to balance old and new brand visibility, and ensured cohesive reputation management across the portfolio during a critical business transition.
Phase 4: Data-Driven Optimization
With comprehensive feedback systems in place across reviews and surveys, Haven's 2026 focus shifted to customer experience optimization. Liftify AI Theming enabled the team to analyze high-volume feedback, identify experience themes, and make data-driven operational improvements. The insights validated Haven's value proposition around exceptional service quality—data they now use in brand promotion. Feedback themes also revealed specific training opportunities, leading Haven to refine technician programs around pricing communication and other key customer touchpoints.
Throughout the implementation, Liftify acted as a true extension of Haven's team—supporting the complex rebrand with custom messaging strategies, adapting workflows to balance legacy brand equity with new brand growth, and providing strategic guidance on reputation management best practices.
The Results
Industry-Leading Customer Experience Metrics
Haven achieved performance that sets the standard for what home services companies should aspire to:
- 2.6x increase in year-over-year review growth since launch, demonstrating consistent customer engagement at scale
- 4.8-star average rating across all nine brands, reflecting exceptional service quality
- 15% average conversion rate on review campaigns, significantly exceeding industry benchmarks
- 5 out of 9 brands improved their star ratings since implementing Liftify
- NPS sentiment up 2.5% year-over-year
Best-in-Class Negative Experience Resolution
Haven's approach to closing the loop on negative experiences represents the gold standard for the home services industry:
- 44% negative resolution rate (resolved to closed tickets)—the highest rate among Liftify's home services clients
- 3-day average resolution time for both reviews and survey feedback
- Systematic process for triaging, assigning, escalating, and tracking negative feedback to resolution
Data-Driven Operational Improvements
Beyond metrics, Liftify AI Theming enabled Haven to transform customer feedback into actionable intelligence:
- Themes validated Haven's core value proposition around exceptional customer experience—data they now use in brand promotion and marketing
- Identified pricing communication as a training gap; refining technician programs to deliver more cohesive messaging
- Shifted from reactive, emotion-driven fixes to systematic, data-driven operational improvements
- High-volume feedback gathering (reviews + surveys) provided statistically significant themes for decision-making
Strategic Rebrand Execution
Liftify's partnership proved critical during Haven's transition from Watermark Home Services to Haven Services:
- Successfully maintained legacy brand trust while building new brand awareness through strategic review and GBP management
- Custom messaging strategy for Cleveland market launch under new Haven brand
- Workflow adaptations to support complex multi-brand portfolio management
- Cohesion across all brands despite diverse market positions and customer bases
Expanded Digital Footprint
The partnership's impact extends beyond reviews to Haven's overall digital presence:
- Significantly increased visibility for the exceptional experience Haven provides
- Enhanced digital reach through improved Google Business Profile performance
- Data-backed understanding of customer experience themes supporting marketing and brand positioning
Expanded Digital Footprint
Haven's 2026 strategic focus centers on customer experience optimization. With comprehensive feedback gathering systems in place across reviews and surveys, the organization is now leveraging Liftify AI Theming to drive continuous improvement across operations, sales, and service delivery.
The partnership exemplifies how technology and strategic guidance combine to create measurable business impact. By serving as a true extension of Haven's team—adapting to complex rebrand requirements, supporting multi-brand portfolio management, and providing best-practice guidance—Liftify supported Haven to build a reputation management program that is not just effective, but industry-leading.
