Tenant

Datatrain’s CRM solutions for the property industry include a cross-sector, IT-enabled business strategy for the systematic development and maintenance of tenant relationships. The focus is on your customer. Our modular contact management system makes it possible to cover all of your tenants concerns in a decentralised way and process and monitor them on the basis of structured business processes. Using our solutions, you can open up new sales channels and improve the accessibility of your organisation and considerably improve the exchange of information with your tenants - and do so via all communication channels: through personal contact (be it mobile on site or stationary in your tenant centre), by telephone or via the tenant portal.

Datatrain’s Customer centre represents the technological backbone of a professional tenant support service. Here, employee-related contact is replaced by corporate accessibility. The structuring of the contact with the tenant and the way this is carried out offers a number of advantages, which, apart from improving your image with the customer can lead to significant improvements in related business processes. By optimising the accessibility of your business, you can achieve a significant increase in tenant satisfaction:

• Accelerate the response and processing times for customer issues.
• Professionalize telephone, web-based and personal support for tenants.
• Make it easy for your tenants to give you feedback.

The Datatrain approach to internet based provision of tenant services, tenant application services online (tenant portal), is based on the modular system of the customer centre - particularly in terms of catalogue-based information processing of tenant concerns. As per the customer centre, the Datatrain online tenant services offer the ability to enter, record and process any operations that result from the adoption of internet based tenant concerns.
The application is referred to as a "public-app" and is therefore intended for untrained users (tenants) - both the text design and the user interface are specifically aimed at this target group. The application is designed for use on stationary and mobile systems (e.g. smartphones). The use of "Responsive Design" ensures that the user interface of the application adapts automatically to the respective terminal type of the currently active user.
Whether it is a claim that requires immediate action in terms of maintenance, or a complaint from a tenant about noisy neighbours: with "Tenant Services Online" your tenants have a 24/7 service available to them to record their concern. Datatrain’s online application offers clear competitive advantages - enabling you to achieve high tenant retention and reduce your costs:

• Provide your tenants with appropriately targeted, modern and a total of as many channels of communication as possible.
• Be more accessible for your tenants - build confidence in your business and increase customer satisfaction.
• Relieve your business of resource-intensive service structures.
• Reduce the total amount of work and reduce your costs.

Successful communication thrives on messages and feedback: one partner informs the other of his concerns, the other responds by telling whether or how he understood this. A tenant who has informed the property owner about an issue usually appreciates receiving feedback on the success of this action.
The ticket tracking system makes the processing of the query transparent for the tenant. The concept makes provision for tenants to be informed about important events throughout the processing history of his issue by receiving automated messages about the status of his issue. Regardless of whether the tenant phones up, speaks to an employee on site or logs on online - ticket tracking is implemented for each of these communication channel.
Even right after the initial contact – more precisely after a ticket has been generated regarding his concern – the tenant receives automated information on the receipt of his message and the imminent processing of his issue. Other messages will follow that indicate set times of significant stages or steps in the processing of his issue.

Datatrain has developed a powerful, highly customizable web application for the tenant survey relating to "daily business". Whenever a tenant comes into contact with internal staff or an external service provider, this is an ideal opportunity, to review the business processes with relatively little effort depending on concerns about visibility and efficiency.
The survey provides valuable clues for targeted quality management as a follow up to the contact. Depending on the extent desired, the functionality of "Tenant Feedback Online" can be limited only to certain types of concerns, such as focusing exclusively on damage reports for example. Basically, however, the module is suitable for all kinds of concerns.
Which concern the tenant approaches the company with: Each contact with the tenant also offers the opportunity to capture information which are normally difficult to get - for example on the condition and cleanliness of the building, the living environment or the quality of Winter Service. More general questions about the company perception or accessibility are also possible.
"Tenant Feedback Online" ensures a steady, low-cost flow of information from tenants about the company and enables methodical process planning.

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" [Dienstleistungsstandard] 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.
The process chains around the "CRM-specific" messages have also become a focus. E.g. processing tenant concerns outside of operational maintenance, such as tenant concerns regarding questions concerning invoicing of utilities or complaints regarding neighbour noise. The monitoring of these process types can affect external service providers – e.g. companies who operate in the telephone support segment - as well as operational units within the property or housing company.