With an inventory of around 19,300 apartments, GBG – Mannheimer Wohnungsbaugesellschaft mbH is the largest municipal housing association in Baden-Wuerttemberg. Needless to say, it deals with numerous tenant inquiries daily. GBG, which already operates Customer Center, is poised to introduce a second Datatrain module – one designed to ensure targeted, efficient feedback management.
The application is specially tailored to process tenants’ complaints and praise. As soon as a tenant calls or writes to voice a concern, the responsible employee opens a corresponding ticket. By means of convenient search functions and the intelligent linking of data, he can quickly gather the important information on the matter and, where applicable, register the connection between the tenant and his reason for contacting the property management. The new report can easily be correlated with any existing tickets related to the same issue, such as complaints about noise in the building or unsatisfactory repairs performed by an outside contractor.
Further functions allow documentation of the work steps and all correspondence on the matter. A single click takes the employee from the Customer Center to an overview of all active feedback tickets, supported by an expandable hierarchic diagram. The overview shows the status and details of each ticket, along with correlations between tickets. Visitors to the Datatrain Workout in April will get a comprehensive view of the application and its capabilities.
The upcoming implementation of the new module in Mannheim is a Datatrain pilot project. In the final preparatory step, analytical capabilities are being installed that will provide information on ticket type, frequency and processing time. GBG Mannheim anticipates benefitting from significant new insights into process optimization and management control.