# Customer story: J. & R., Orlando, 170 units Canonical: https://vr-goals.com/customer-stories/orlando-170-unit Status: Signed, October 1 go-live target. A 170-unit Grand Welcome network operator. This page uses initials and a market descriptor. It does not name the operator or the legal entity. 170 units. Maintenance out of five spreadsheets. An Orlando operator is moving CRM, phone, digital maintenance approval, and damage-dispute tracking into VR Goals ahead of an October 1 go-live. Signed, with an October 1 go-live target. No published before/after percentages on this page. ## Before VR Goals - Maintenance was tracked across a project-management tool plus five separate spreadsheets. - The guest-services team handled OTA disputes manually. - There was no unified maintenance task-code system. - Resort properties required manual guest-registration verification. - Guest-services and owner phone lines sat on separate systems. Tools previously used: a project-management tool plus five spreadsheets for maintenance; manual OTA dispute handling; split guest-services and owner phone lines. ## With VR Goals - Full CRM and phone migration (13 users, October 1 target). - Digital maintenance approval workflow with owner sign-off tracked in-system. - A maintenance task-code dropdown replacing improvised naming. - Property data being mapped in from the old spreadsheet and project-management setup. - Damage-dispute tracking replacing the manual OTA process. ## Situation, in our words Our summary of what the operator was dealing with, drawn from a sales-call recap. Not a verbatim quote, and not customer-approved wording. The operator was dealing with a fragmented stack that created operational drag: maintenance in a project-management tool plus five spreadsheets, OTA disputes handled by hand, no unified task-code system, and split phone lines for guests and owners. ## Related - Operations: https://vr-goals.com/apps/operations - Growth: https://vr-goals.com/apps/growth - All stories: https://vr-goals.com/customer-stories