Empire Customer Support
Home Care at Your Fingertips
Empire Communities wanted to evolve beyond move-in guidance into long-term home care support, empowering new homeowners with clear, accessible maintenance education that reduced customer service calls while elevating the post-purchase experience.
Our key innovation was a QR-integrated home experience: a location-based system where QR codes placed throughout the home linked directly to customized tutorial videos. Homeowners could simply walk to an area (electrical panel, HVAC system, kitchen fixtures), scan the code, and watch a professional Empire contractor walk them through their exact home system. No searching YouTube, no calling customer service, no generic advice.
To bring this to life, we executed a full video production in a single intensive shoot day, capturing multiple concise instructional clips featuring clear, step-by-step demonstrations with a calm, authoritative tone. Post-production included standardized editing across all videos, branded motion graphics, and QR code integration. We also built a clean, mobile-optimized website to serve as the landing hub for the entire Avalon Care video series.
The result was a scalable system that elevated the post-closing homeowner experience, reduced dependency on Empire’s customer service line, and reinforced trust in the brand. All delivered under a tight timeline and budget.
