Nivaas: how a residential developer replaced broker WhatsApp groups and paper demand letters with one buyer journey

The project that became Nivaas started with a mistake. On a busy weekend, two brokers each booked the same corner apartment for different buyers. Both had checked the same inventory spreadsheet — on different days. Unwinding it cost the developer a refund, a discount and a very uncomfortable phone call.

The developer's sales head realised the spreadsheet was only one symptom. Brokers shared availability over WhatsApp, site-visit leads were written in a register, payment demand letters were printed and couriered at each construction milestone, and buyers called the sales office every week asking when their tower would be ready.

In discovery we met each group separately: the in-house sales team, three channel brokers, the finance team handling demands and receipts, and a handful of recent buyers. Each described the same apartment differently — a lead, a commission, a receivable, a home — and each needed a different view of it.

The core design idea was a single live unit record: status, price, holds, the buyer, the broker, the payment plan and the documents, all in one place. Every product in Nivaas would read from and write to that one record, so the kind of double booking that started the project would become impossible.

Buying a home is one of the biggest financial decisions a family makes, and much of it happens after the booking. We mapped the buyer's journey from site visit to possession — booking amount, agreement, bank loan, construction-linked payments, registration and handover — and designed the buyer app around what a buyer needs to know at each stage.

The feature buyers responded to most in testing was the construction feed: dated, geo-tagged photos from the site team at each milestone, which made the payment demand that followed feel justified rather than arbitrary.

Nivaas spanned four apps and a finance workflow, so we staffed it with separate mobile and web engineers under one engagement lead and one shared backlog.

These decisions were made with the sales head and finance controller, because each one changed how the business operated.

Everything that shipped in the first release, grouped by the people who use it.

We launched Nivaas on the developer's newest project first, where inventory was still largely available and there was no history to migrate. Once the sales team and brokers were comfortable, we migrated the older projects, reconciling every existing booking and receipt against the finance team's records before switching them on.

Brokers adopted the portal quickly once holds became automatic and time-limited: a broker could hold a unit for a buyer for 48 hours, and everyone else saw it as held instantly.

A single source of truth solves problems nobody listed. Once inventory, bookings and payments shared one record, disputes over commissions and receipts largely disappeared along with the double bookings.

Transparency reduces calls. Buyers who could see construction progress and their payment schedule stopped calling the sales office to ask.