IF A CUSTOMER HAS A PROBLEM, HOW DO YOU KNOW?
If you can’t measure it, you can’t manage it. This became a well-established business principle long before Bill Gates or Steve Jobs transformed our world.
And it is still true today, although now the ability for any of us to measure anything has been significantly enhanced.
Managing customer defects is not a complicated task, but it is complex, and so we rely more and more on technology for the solution. There are two main aspects to how we manage such large quantities of data …
OCCUPANT PORTAL This is one of several ways a new-home occupant can report a defect (email and the telephone remain popular). Not only can an occupant report defects this way, but they can also track their progress too.
CLIENT PORTAL As soon as a new defect is added to our system the details of it and events that occur throughout its progress immediately become available via the Client Portal. As long as you have a web-enable device (from smart phone to tablet and PC) you can access details securely, any time, from anywhere. This means that you can keep abreast of what’s happening without having any day-to-day involvement.
Furthermore, access can be arranged for different members of your team and partners (contractors, employer’s agent etc.) You can also decide who gets access to which developments, so you can be selective about this.
It really will transform your world. Filters allow you to set different report criteria and charts provide a strong graphical representation to support the data. If you need the information for a report or presentation it can be output to an Excel spreadsheet and printed out.
It is likely you will want to see different things on different occasions, so set up the reports you want and add them to the scheduling tool, defining frequency and day of delivery and, from there on they will automatically arrive in your email in-tray. It’s that simple!
Why not take a look now at our demonstration Client Portal now?
The Client Portal is FREELY available to all After Build ‘Defect Management’ clients. If you would like to know more about our service, contact: firstname.lastname@example.org or call us on: 0845 456 4631.