With some 15,000 apartment units and 17,000 members, NEUE LÜBECKER is one of the largest housing associations in Northern Germany. It places a high value on reciprocal communication with its members, attending closely to their concerns. Throughout its 65-year history it has always risen to the challenges of the times. And, true to form, it is one of the first housing associations to introduce the new Datatrain communication channel.
To further enhance its reachability, NEUE LÜBECKER will soon offer state-of-the-art, 24-7 service with its Member Services Portal (MSP) – based on the Tenant Services Online application, which features a wide range of helpful functions. Right from the initial phase of implementation, tenants will benefit from simplified filing of damage reports via an interface that is optimized for untrained users and flexibly adapts to the respective terminal device. The new solution standardizes the registration, posting and handling of all processes.
Users of the Member Services Portal are kept updated by email on the processing status of their concern. This also applies to the execution of work orders by external contractors – in which case the system additionally simplifies controlling. Web-based data entry makes for an overall acceleration in the processing of reports, while at the same time relieving other communication channels, i.e., the staff manning the tenant-support office and phone lines.
Begun in late 2014, the project is now in the test phase, with rollout planned for this spring. In the medium term, NEUE LÜBECKER aims to further expand the portal, adding capabilities such as allowing tenants to view their accounts and utility costs. Timo Jürs, responsible for marketing and public relations at NEUE LÜBECKER, will share insights from the current project at the Datatrain Workout on April 22.