Henan Zhengzhou Property Customer Service Software

WxCSM customer service system

Product overview

The process from customer contract completion to customer occupancy is the most easily overlooked process for real estate enterprises when dealing with actual business. Because in the process of check-in, customers not only need the participation of real estate companies, but also need the participation of property companies. If there are problems with the services of property companies, it is easy for customers to be dissatisfied with the quality of houses or the service attitude of staff. And "WxCSM customer service system" is to solve this problem.

Customer service is divided into two processes: check-in management and owner maintenance. Check-in management is used to maintain and rectify the quality of the house before check-in, so as to find problems before customers check in and let customers check in smoothly. Car owner maintenance is to establish a unified customer service center to help customers solve problems in the shortest time when they need help.

Delivery plan

Take the delivery of the house as a target task, and the whole team will complete the goal according to this task. In the process of completion, the system will automatically count the completion status and completion rate.

Allocation of resources

In the process of large-scale launch, regional management is needed, and each region has a special customer service manager to supervise, guide and complete.

rule

The customer service manager first accepts the housing quality problems internally, and when the problems are found, the system automatically generates maintenance orders and distributes them to relevant suppliers for maintenance.

Rectification and reform

After the maintenance is completed, the customer service manager checks the maintenance results and fills in the completion status. According to the maintenance situation, the system automatically generates the statistical information of the decision-making level. The system will form an early warning level according to the completion of the work, and maintaining the order with high early warning level requires the leaders to attach great importance to it and jointly respond.

Check-in schedule

Pre-inspection of completed houses needs to arrange customers to go to the site for check-in procedures in batches and in different periods.

Notice of occupancy

The house that has been booked needs a notice of occupancy in batch print. Inform the customer to go to the handling site for centralized handling with relevant procedures within the specified time, and record the number of notices issued.

Handover procedure

After arriving at the check-in site, customers need to go through the relevant check-in procedures, including the reception center to confirm their identity, collect relevant information, transfer and issue procedures, etc. The financial department of the developer confirms whether the expenses have been paid in full, and if not, it needs to pay the arrears. Property company finance charges related fees for occupancy. The customer service center requires customers to sign relevant agreements, obtain relevant certificates and door keys, lead customers to see the house and handle other services after check-in.

record

The customer service center leads the customer to inspect the house, check the quality of the house and register the initial meter reading.

Registration completed

After the customer checks in, the customer service center registers the check-in situation, and the owner's information is automatically transmitted to the property management company.

Customer value

More friendly service personnel: external call center system, to close the distance with customers.

More efficient response speed: external SMS email platform. After registering the order information, a work order will be automatically generated and distributed to relevant departments.

Closer customer care: pay a timely return visit to all completed work, register customer feedback information, analyze feedback and optimize service quality.

Achieve sustainable development: in the process of process management, continuous optimization. Improve the visibility of enterprises in the process of optimization.