Suppliers

The focus of the e-business classification for the property and housing industry is the partner/supplier portal, which is supplemented with additional modules and applications in order to centrally control all processes in the Supplier Relationship Management (SRM) and create a clear picture.

Datatrain’s fault management system serves the purpose of decentralised recording and processing of all data resulting from the receipt of fault and damage reports. The modular system of the components ensures the generation of equally qualified tickets whether it concerns the detector (warning system) of the fault by an employee - trained to carry out this role or, for example, by a tenant who uses a web application without specific training for this purpose.

The partner/supplier portal (craftsmen website) is at the centre of the e-business concept for internet-based maintenance in the housing and property industry and serves as a B2B solution for the complete depiction of the document chain system of unplanned maintenance.

The diagram of maintenance processes saved in the SAP standard system will be adapted and further optimised to fulfil the requirements of companies in the property industry. To fulfil this purpose selected, central functions and settings of the SAP PM/MM standards and special Datatrain add-ons are summarised into a standardised "ready to use" application for operational or unplanned maintenance.
By integrating other Datatrain CRM and SRM-specific applications into the management system of the standard system "Optimal maintenance" is also employed as an amplifying medium to align and optimise the SAP system to the needs of the property company and its customers and business partners. For example, this includes the Customer Centre (referred to as the fault reporting centre), the Partner Portal or the insurance solution.

The introduction of specific SLA parameters in agreements with respect to the provision of services of operational maintenance is becoming increasingly important in the housing and property industry. An SLA (service level agreement) referred to as a "standard of service" in German, is the essential part of the service or work contract and description of the service that forms the subject matter thereof, and contains the measures of quality and quantity of service to be provided. With regard to operational maintenance, these are mainly reaction times and processing times of the service provider that can be monitored and evaluated automatically using appropriate components. The use of SLA-specific indicators in monitoring supplier relationships helps the parties to build confidence in the relationship - and can help to diffuse problems - in the event of conflict.

As part of a structured escalation scenario the "partner-reminder" application reminds your service provider in the event of default in the execution of pending - or possibly even SLA-related - matters. This can be done in different ways, for example by a status being assigned to the position/assignment in the Partner Portal or by sending an email to the service provider’s responsible representative. This function is becoming more important particularly in the context of liability-related processes, such as the integration of external service providers with the fulfilment of the legal requirement to implement safety precautions.

About three quarters of tenant concerns relate to damage reports within the apartment or the building. In this respect, "craftsmen" are particularly important for a housing company - due to their frequent contact with the "tenants" customer group craftsmen are a calling card for the company.
It is even more important to regularly receive feedback on the actions of this group of service providers. The quality of the "Troubleshooting" service can be measured and assessed in different ways. In addition to the above-mentioned use of the IT-based process integration potential of monitoring, response and operating time by using SLA metrics (see SLA monitoring) - the recipient of the service carried out by the supplier/partner is also the focus: the tenant.
Therefore the Datatrain CRM application "Tenant Feedback Online" offers the option of entering information directly at the process level. For example, as a follow-up to the completion message sent by a service provider in relation to a damage report, the recipient of the service (the tenant) can automatically be asked to answer questions. The application is successfully being used, for example, by GESOBAU AG from Berlin. This feature allows the tenant to communicate "his view of things" on the service provided using the questionnaire, for example, via a smartphone.

A variety of companies in the housing and property sector delegate technical building management tasks to specialised companies. In order to map business processes across company boundaries, we provide web services that facilitate simple, safe and process-oriented integration of IT systems architectures between your service provider and the order processing functions within your company.

The Datatrain SAP maintenance module "Insurance Solution" integrates insurance claims processing into the SAP system of the real estate company and implements a structured, system-based data exchange with the insurance partner. Each insured event is recorded in the SAP system as a separate data object - all relevant data are managed here in a case-specific way. The insurance solution is fully integrated with the maintenance process - repair processes in the form of PM messages or orders are linked with insurance related events.

In addition to the insurance module it is possible to actively integrate the insurers and insurance agents into the process. There is a complementary "property-damage-portal" application for this purpose. The portal ensures easy access by the insurer or insurance agent to the current, insurance-related maintenance operations of the property company via a web-based application.