Service House - service management companies
The contractor of the management companies was servicing applications for commercial and residential properties: minor repairs, emergency work, scheduled bypasses and claims, the task was to translate the dispatching from chat rooms into a transparent loop with objects, performers, SLA and work history.
The starting point
Applications came from management companies, tenants and internal staff, and dispatchers assigned brigades through messages, photo reports were stored in chat rooms, and the history of the facility was quickly lost.
The claims had to manually reconstruct who was leaving, what had done, what materials had been used and why the deadline had been postponed, which took time and created tension with customers.
What had to be decided
- Create a unified register of objects, applications, brigades, outfits and photo reports.
- Introduce SLA for emergency and scheduled work.
- Make the status of the application clear to the dispatcher, manager and client manager.
- Reduce manual claims by object.
What did you do?
Separate application types
Emergency, scheduled, warranty and repeated appeals received different terms and routes of processing.
We collected a map of the object.
For each object, contacts, contractual terms, work history, active applications and responsible ones appeared.
Set up a dispatching.
The dispatcher sees a queue of applications, free crews, delays and work without a designated performer.
Introduced photofixation
The results of the work, comments and materials were attached to the application card and the object.
Results
What's changed at work?
- Applications without a designated contractor were down 44 percent.
- Manual status clarifications at the dispatcher decreased by 31%.
- Claims were based on the history of the object, and not on search chats.
- The supervisor saw the load of the crews and the recurring problem objects.
What the chief now sees
- SLA for emergency and scheduled applications.
- Loading crews and queue of departures.
- History of works, materials and photo reports on objects.
- Repeated appeals and objects with an increased risk of claims.
Similar cases
Would you like to see a similar process?
Describe where applications, deadlines, responsibilities, data or management picture are currently lost, and prepare the first outline of the solution and a clear implementation plan.