Tech Revolution in Flooring: How Mason Jarvis Created a Digital Nervous System for Customer Experience
Mason Jarvis, a Ph.D. engineer turned flooring entrepreneur, has transformed the traditionally low-tech flooring industry through his innovative company, Ironwood Floor Co. By developing a comprehensive technological ecosystem called FloorLogic™, Jarvis has addressed the industry’s biggest pain point: poor communication between contractors and customers.
This proprietary software platform functions as what Mason Jarvis calls “a digital nervous system for the entire operation,” managing everything from initial customer contact through final inspection. The system provides real-time project tracking, automated notifications, and streamlined scheduling for both customers and installers.
When technicians head to a job site, they simply tap a button on their mobile app, automatically notifying customers of their arrival. This transparency has led to remarkable results, with Ironwood maintaining a 98% customer satisfaction rate across all franchise locations.
The company meticulously tracks 27 distinct metrics for each franchise location, creating data-informed feedback loops that drive continuous improvement. This systematic approach has helped franchise units reach profitability 40% faster than comparable home service franchises, with top locations generating up to $2.5 million in annual revenue.
Perhaps most impressively, Ironwood has transformed potential competitors into clients, with approximately 30% of their business now coming from other contractors and designers who outsource their flooring work. By positioning themselves as “the orthopedic surgeons of the flooring world,” they’ve created a niche where both consumers and industry professionals seek their specialized expertise.
For entrepreneurs in traditional service industries, Ironwood offers a compelling case study in how technology can revolutionize customer experience while creating new revenue streams through specialization and technological innovation.
