vacancy!. customer relation management „nobody asked me …“
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Vacancy!
Customer Relation Management„Nobody asked me …“
Customer Relation Management„… and the tenants‘ nerves are on edge.“
Customer Relation Management„I am not putting up with this anymore …“
Key performance indicators of tenancy –
does IT-tune up downsize vacancy, general administration expenses and
enhance customer satisfaction?
© Prof. Dr.- Ing. Ulrich Bogenstätter 519.04.23
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Contents
• 1. Basic Principles: research of critical factors for success and hurdles to success of housing companies
• 2. Various parts of the tenancy process quantified step by step
• 3. The support of IT today – quantifying performance
© Prof. Dr.- Ing. Ulrich Bogenstätter 719.04.23
© Prof. Dr.- Ing. Ulrich Bogenstätter 819.04.23
1. Research of critical factors for success and hurdles to success of housing companies
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© Prof. Dr.- Ing. Ulrich Bogenstätter 919.04.23
2. Tenancy process
Process Description
• First contact• Follow-ups
© Prof. Dr.- Ing. Ulrich Bogenstätter 1019/04/23
First contact
1. Analysis of tenant satisfaction
2. Tenant terminates
3. Inspection of defects of apartment / building
4. Release for on-sight inspections
5. Selection / marketing of apartments
6. Recording customer enquiries
7. Offering apartments
8. Tenant instructs craftsman
9. Acceptance, record of inventory
10. Calculation of deposit, payoff
11. Viewing of apartments, reservation, follow-ups
12. Termination of marketing
13. Signing of contract
14. Landlord instructs craftsman
15. Acceptance, record of inventory
16. Hand-over to tenant, recording of inventory
17. Tenant instructs craftsman
© Prof. Dr.- Ing. Ulrich Bogenstätter 1119/04/23
Follow ups
18. Complaint and request management
19. Occupant information
20. (Pre-)billing of outstanding management
21. Procurement system
© Prof. Dr.- Ing. Ulrich Bogenstätter 1219/04/23
© Prof. Dr.- Ing. Ulrich Bogenstätter 1319.04.23
Operation tasks
© Prof. Dr.- Ing. Ulrich Bogenstätter 1419.04.23
From operation tasks to targets
© Prof. Dr.- Ing. Ulrich Bogenstätter 1519.04.23
From targets to strategy
The most important key performance indicators of
tenancy are …
duration of vacancy, duration of customer dialogue, duration from first contact to on-sight viewing, duration of modernisation, working days (starts at move out), (…)
© Prof. Dr.- Ing. Ulrich Bogenstätter 1619/04/23
Time is money – the customer‘s and the company‘s
© Prof. Dr.- Ing. Ulrich Bogenstätter 1719.04.23
3. IT support today – quantifying performance
• Operation• Communication• Collaboration• Documentation (Docs)• Analysis
© Prof. Dr.- Ing. Ulrich Bogenstätter 1819/04/23
IT-Solutions
• Operation• Potential customer management
• Appointment management, Time scheduling
• ERP (commercial)
• ERP (technical)
• Customer relation management
• Apartment / building file server
• Customer's key management
• Communication• Apartment Markets (Online)
• Mail services (sales particulars)
• Customer Internet portal
• Switch board (ACD / CTI)
• Mobile service / computing
• Collaboration• Documentation (Docs)• Analysis
© Prof. Dr.- Ing. Ulrich Bogenstätter 1919/04/23
IT-Solutions
• Operation• Communication• Collaboration
• Portal (company - customer)
• Craftsman / company Service (mareon)
• Invoice service
• External information provider
• Automatic approval of credit standing
• E-credit control procedures (EGVP)
• Documentation (Docs)• Document management, filing-room
• Picture / video file server
• Analysis• Appointment / file revision
• Reports
© Prof. Dr.- Ing. Ulrich Bogenstätter 2019/04/23
© Prof. Dr.- Ing. Ulrich Bogenstätter 2119.04.23
From strategy to IT-Solutions
© Prof. Dr.- Ing. Ulrich Bogenstätter 2219.04.23
From IT-Solutions to operation tasks
© Prof. Dr.- Ing. Ulrich Bogenstätter 2319.04.23
Quantifying success
© Prof. Dr.- Ing. Ulrich Bogenstätter 2419.04.23
During tenancy
• Complaints / request management• Information of occupants• (Pre) billing of outstanding management• Procurement management
© Prof. Dr.- Ing. Ulrich Bogenstätter 2519/04/23
© Prof. Dr.- Ing. Ulrich Bogenstätter 2619.04.23
© Prof. Dr.- Ing. Ulrich Bogenstätter ID31279/ 2719.04.23
Example: procurement management between housing company /craftsman (10.000 App.)
© Prof. Dr.- Ing. Ulrich Bogenstätter 2819/04/23
Procurement without IT-connection
… with IT-connection
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IT-tune up downsizes vacancy, reduces general management
expenses and enhances customer satisfaction
© Prof. Dr.- Ing. Ulrich Bogenstätter 2919.04.23
There are various key indicators and many ways to reduce
management fees
© Prof. Dr.- Ing. Ulrich Bogenstätter 3019.04.23
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