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Launch Playbook

Launch

A successful HqO launch sets the foundation for long-term tenant adoption. This playbook walks your property team through the key steps from configuration to go-live.

Overview

HqO's Customer Success team partners with your property team through the launch process. Before go-live, you'll configure the platform, train your team, and plan your tenant communications. On launch day, your building goes live on HqO — and ongoing engagement begins.

Pre-launch checklist

Complete these steps before setting your launch date.

Platform configuration

  • Configure your building in HqO Admin > CRM > Buildings.
  • Set up your Experience Channel — this activates HqO Web and defines your app instance.
  • Apply your branding in Theme — logo, colors, and welcome card.
  • Enable the features your building will launch with in Features.
  • Add your team members as users in Users and assign appropriate roles.
  • Set up integrations (access control, visitor management) if applicable. See Integrations.

Content and communications

  • Create a launch event in Events to drive initial registration.
  • Draft your launch announcement in Communications.
  • Add building information and amenity guides to Content.
  • If using surveys, create a move-in survey in Surveys.

Testing

  • Download the HqO app and test the end-to-end tenant experience in your building.
  • Test any integrations (door access, visitor pre-registration) in a staging scenario.
  • Review all content for accuracy — building hours, contact info, event details.

Go-live

On launch day, your Customer Success Manager will coordinate final activation.

  • Confirm all configuration is complete and reviewed.
  • Publish your launch event and announcement communication.
  • Share the app download link with tenants via email or signage.
  • Monitor early registrations and logins in HqO Admin > Dashboard.

💡 Tip: Schedule your launch communication to send on launch day morning for maximum visibility.

Post-launch

Track early engagement in My Portfolio Analytics. Focus on:

  • Reach — How many tenants downloaded and registered for the app
  • Outreach performance — Open rates on your launch communication
  • Event registrations — Sign-ups for your launch event

Review your Sentiment data after the first 30 days to understand how tenants feel about the experience.

💡 Tip: Plan a 30-day check-in with your Customer Success Manager to review adoption and plan your next content cycle.

Related

  • Quick Start Guide
  • Experience Channels
  • Theme
  • Features
  • My Portfolio Analytics