The revolution at NEUE LÜBECKER began several years ago when the initial version of the member services portal went online – without the support of Datatrain. Advantages to the tenant were minimal, as the application was non-intuitive, and thus cumbersome to use. It was also of limited benefit to the cooperative, because it wasn’t integrated in the enterprise resource planning (ERP) system, where reference data, such as customer information, building data and work orders, resided. A change was called for. At that point, about one and a half years ago, NEUE LÜBECKER consulted Datatrain and, with Tenant Services Online, thoroughly overhauled its member services portal. It was a resounding success: within a year, the number of users soared from 200 to 700.
Timo Jürs had begun by assembling a team of six employees – IT specialists, technical site supervisors and customer account managers – who were tasked with the implementation of the project, as well as with internal and external project communication. “We let everybody in on the process, right from the start,” says Jürs. By intranet, the team kept the entire NEUE LÜBECKER workforce updated, from the building managers to the board. It sent out extensive documentation on the portal’s operation, and it had the application spot-tested. Then, a few weeks before the starting gun, the tenants were informed of the impending launch via all communication channels: the members’ magazine, the annual report, the website, email, post and, most traditionally, personal conversations and notices in building corridors.
Meanwhile, the technical implementation was running in the background. The new solution was to be compatible with the existing SAP-based ERP system, and was to form a single functional entity with it. Datatrain’s CRM software Tenant Services Online fulfills these requirements. The foundation for this is the modularly structured application Customer Center. This SAP-based solution serves the gathering, entering and processing of all data arising from concerns registered by tenants. Damage reports now flow directly into the system, and emails on processing status are automatically generated and sent to the respective members. The appearance of Tenant Services Online was additionally adapted to the NEUE LÜBECKER corporate design guidelines. A detailed damage catalog was compiled in accordance with the cooperative’s actual building inventory conditions, every case of damage assigned a code, and security levels incorporated for the protection of members’ data. On April 15, 2015, the comprehensively overhauled member services portal went online.