Ticket-Tracking

Successful communication thrives on testimonies and feedback: one party informs the other of his concerns, the other informs them whether or how he has understood this. A tenant who informs his landlord about an issue, would generally receive feedback on the success of the application.
Reality is often different - we know this is the case from other service areas: the customer turns to a service provider if damage occurs – or if they want to make a complaint e.g. who receives the phone call - and then listens for a long time and then nothing else happens. For large companies, this is often the case. Questions such as "Has someone already been commissioned to do the job?" or "When will the issue start being processed?" remain unanswered. The customer is in the dark...

Ticket tracking makes the procedure behind the processing transparent for the tenant. The concept is to inform the tenants about important events in the processing history of his issue by receiving automated messages about the status.
Regardless of whether the tenant calls up on the telephone, speaks to a responsive member staff on site or records his issues online - ticket tracking is implemented for each of these channels of communication.
Ideally, the system will be used across different media. This includes the digital recording of a concern as a Ticket in the central ERP system by using appropriate tools such as the Datatrain “Customer centre” for telephone contact and face-to-face or ”Tenant Services Online” for internet-based contact (see individual descriptions).
The positive effects of feedback:

• The communication between tenants and landlords is increases significantly in terms of quality.
• Increase tenant satisfaction and retention: The tenant feels well informed and gains great confidence in the work of the housing company.
• The company provides a very favourable image.

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.
Example damage report: There are many reasons for the tenant to get in touch, the most common is definitely due to a technical defect in the apartment. The set up for the settlement of this business process situation typically involves the following steps:

1. Recording the damage report as a ticket in the central ERP system
2. Generation of an order/contract for the service provider, for example for craftsmen
3. Order Acceptance/Confirmation by the service provider or craftsmen
4. Service provider contact the tenant to make an appointment
5. Commencement of work/appointment with the tenant
6. Completion of works/completion message from the service provider
7. Billing/performance record/payment by the housing company

In the context of continuous status information feedback to the tenant could take the following course:

• After the first, entry: message on receipt of the message and the start of processing
• After the third, order acceptance: Announcement of the service providers involved or his forthcoming attempt to make contact
• Before the fifth, commencement of work: Tenant reminder regarding the forthcoming visit

The decision as to whether he wants to take advantage of this service is best left to the tenant - he should not receive any unwanted "spam". For this purpose, he is asked about contact by telephone or face-to-face - or online contact and using the web application – in accordance with his consent and therefore saves an appropriate note when the ticket is generated. Tenant consent automatically triggers the feedback process.

In addition, the ticket tracking opens up the possibility for communication in the opposite direction: Tenant feedback on selected topics is also valuable for the company. The integration of the recipient’s status messages in a web-based survey, initiated by Datatrain’s Tenant Survey Online CRM module for example (see separate description), provides for an inexpensive collection of customer data and provides the basis for targeted analysis and corporate planning.
In principle, ticket tracking can be used wherever a continuous exchange of information is useful. In the SRM area, for example, the method may facilitate decision-making processes prior to starting escalation scenarios.
A prerequisite for using the feedback process is ticket generation within the framework of tenant management and operational maintenance using appropriate instruments. This includes all systems that are based on appropriately equipped business processes. Specifically Datatrain offers specially developed CRM and SRM-based applications for this purpose:

• The SAP-based customer centre forms the core of Datatrain’s comprehensive CRM solution system. It is used for internal recording by phone or personally submitted tenant concerns Data Trains SRM-based vendor/craftsman portal application provides the structured processing of orders and orders to external service providers.

The Datatrain "Ticket Tracking" CRM module significantly evaluates communication with your tenants. They feel well informed and confidently thank the companies. The results: High level of tenant retention and a positive corporate image.

Have we piqued your interest?

If you have any questions or need further information, we would be happy to help. We look forward to hearing from you!