CASE STUDY / VIVAWEST


BEST QUALITY OF LIVING DUE TO OPTIMUM ALLROUND SERVICE





Requirements:

  • Introduction of a software-based appointment and route scheduling solution for central scheduling
  • Introduction of paperless processes for scheduling and communicating with 210 technicians
  • Enhanced customer satisfaction
  • Consideration of the process for cross-trade repairs in the appointment schedule
  • Provision of comprehensive object data for scheduling and technicians

Benefits:

  • Reduction of waiting times, tour-optimised desired date offers, increased first-time fix rate
  • Continuous paperless service processes from resource planning up to the documentation
  • Increased scheduling efficiency
  • Enhanced customer satisfaction: More than 95 percent of customers of the maintenance department assess the service as very good or good


More information:
vivawest.de
As one of the leading housing providers in North Rhine-Westphalia, VIVAWEST manages around 120,000 apartments in the Rhine and Ruhr area. In about 100 municipalities between Aachen and Ahlen around 300,000 people have found a home at VIVAWEST. The four operating companies of the VIVAWEST Group offer all the required services for the management of large real estate inventories – from the maintenance of green and open spaces, through the repair and modernisation of apartments, the provision of cable TV and internet to utility billing.

VIVAWEST decided to rely on innovative technology at an early stage in order to provide fully automated end-to-end processes – from online claims reporting in the customer portal or the customer portal app to onsite repair on the desired date. All-around-service through technological advantages that inspires customers and stands out from the competition.


THE CHALLENGES

Not only by call, but also online in the customer portal or of the customer portal app, VIVAWEST tenants can claim damages and arrange a desired date for the repair. What is possible today quickly and easily around the clock, requires a complex interaction of innovative optimisation technologies. In order to be able to make a claim for each damage directly at the time of reporting and to offer a suitable desired date, it is important that comprehensive planning parameters are taken into account. A typical problem for the housing industry is that apartments and buildings feature differing furnishings and styles, which not only depend on when they were built but also on the type of building and regional location.



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