Complaints Management

Challenges

• Within the framework of the communication with tenants there are many contact points. Generally there are processes determined meant to ensure the management of these client interfaces
• In the course of permanent improvement of process quality it is necessary to carry out a tenant satisfaction study and to enhance the often historically established processes to optimise the tenant communication and the complaint management

Project approach

• Status quo analysis
  • Analysis of contacts, requests, complaints and other communication
  • Preparation of quantity frameworks
  • Former channelling
  • Qualification of results and assessment
  • Processes principal/service provider
• Target concept
  • Outside-in: processes, structures, channelling, residential real estate business and other businesses
  • Concretisation optimisation potential: processes, structures, capacities, requests, complaints, quality management, change management, quick wins
  • Depiction of status quo
• Preparation of implementation
  • Master plan implementation status quo/target: overall development path, measures, resources, time
  • Communication concept and management for implementation

Results

• Complete complaint and communication concept considering all requests, complaints and other communication and contact points