Top 100 property companies: use digitalization to improve service efficiency and make owners more satisfied

In order to achieve the ultimate in property services, digitalization is indispensable.

Vanke Group, a top student in the real estate industry, has always served customers in businesses such as property service "cloud of everything" and long-term apartment rental "parking" through enterprise WeChat.

On June 6 this year, Vanke and Tencent announced the signing of a contract. Enterprise WeChat will serve as a collaborative office platform for Vanke Group's 130000 employees, connecting internal business and external owners. This is the beginning of a new chapter in the industry.

In fact, In addition to Vanke Property, there are "Top 10 Chinese Property Firms" such as Country Garden Service, Poly Property and China Resources Vientiane Life, all of which are using enterprise WeChat to serve customers. 90% of the top 100 properties use enterprise WeChat.

In the property industry, which has a long service cycle and many complicated affairs, the top 100 property enterprises can improve service quality, customer satisfaction and property fee collection rate through WeChat, improve the efficiency of internal management collaboration, and form a model for industry income increase and efficiency improvement.

There are many properties in the community Important notices shall be delivered to the Owner in time. For example, when the water and electricity will be cut off, and when the elevator will be maintained, we must notify each household in advance, If the notice is not in place, it is easy to cause trouble to the owner and attract complaints from the owner.

Previously, these notices were usually posted on the floor of the residential unit Bulletin Board However, when people pass by, they seldom look carefully; Or the property center will give the owners one by one SMS However, there are often people who do not register their phone numbers, change their numbers, or fail to see the SMS messages. In short, it is difficult to notify in place.

Now? Many leading property companies, such as Vanke Property and Poly Property, have begun to use enterprise WeChat to add WeChat for owners and residents, and to promote "owner service group". The community has the latest notice, such as "corridor killing, green spraying, keep away". You can go to the owner group @ everyone, Let everyone receive a red dot reminder, Click into the group to see. More urgent and important notices, such as "When will the water stop? Please prepare for impounding in advance". The housekeeper will also One to one group For each household, the owner can receive the message immediately on WeChat, and the notice is timely and in place.

In addition, it is more convenient to publicize service information through enterprise WeChat. The property company can share the daily work report in the owner group and friend circle. For example, the community has specially rectified the phenomenon of disorderly parking and placing of electric bicycles and illegal charging, and where the quarterly property fees are spent, What practical improvements have been brought to everyone's life. It is very intuitive with pictures and texts.

In the past, property companies have done many inconspicuous but valuable things that the owners may not know at all. Now, after being communicated through WeChat, the service information will be more transparent, and the owners will be more satisfied and trusted.

Some emergencies in the community are high incidence areas of property customer complaints. For example, if the elevator on the 20th floor of the house is broken, the water pipe in the house bursts, and the parking lane is occupied... if the property is handled a little slowly, the owner will be anxious, dissatisfied and complain.

Therefore, for property management, "timely response" to emergency problems of residents is crucial.

Poly Property told us that in the past, owners had to go to the property center or call the property hotline if they wanted to report for repair, but the phone was often busy, so the owners had to wait in a hurry. It was not easy to get through to the phone. After the problem was discussed, the owner always felt that the property was still slow to deal with, because the owner did not know what step the matter had taken.

however Now, if the owner has a problem, he can directly tell the housekeeper in WeChat group, and things can always be solved quickly.

Poly Property, Shanghai Jingrui Property and other advanced property companies have their own "secret weapons" - they will The "work order system" is connected to the enterprise WeChat. The housekeeper saw some people in the owner group saying "the elevator is broken", "the water pipe has burst", etc, On the enterprise WeChat, you can "one click to generate work orders", and the system will "automatically send orders" to the maintenance workers and cleaners for processing, and track the processing progress in real time: When did the colleague start to deal with the problem? What problems are found after the inspection? It is expected that the problem can be solved at what time. The housekeeper can also actively tell the owner in time in the group, and has made the service process transparent.

Even, Country Garden service is still trying By combining WeChat and AI capabilities of the enterprise, through technical development, automatic work order generation can be realized. The steward does not need to edit manually, and even can "keep the word unchanged". One click confirmation can be used to distribute work orders, Improved service efficiency.

In addition to timely notification and response, in order to fundamentally improve the owner's satisfaction, we should also pay attention to all aspects of the owner's life and do a good job in every service detail. However, there are many and miscellaneous property services, There are not only regular security and cleaning, reporting for repair, but also green trimming, replacement of paper towels and other consumables, maintenance of public facilities, etc. and The front-line property housekeeper, security guard and cleaning staff are often busy here and forget there. When they are busy, they don't know how to plan One day's work Can be considerate, There are still many things to do at the end of the day.

How to ensure that all employees can handle the complicated work well without missing anything, So as to improve service quality?

The answer given by Jingrui Property is: The headquarters should help front-line employees disassemble service steps and develop evaluation standards. In the past two years, they have taken Each post The work of 5000 front-line employees has been broken down into 800000 tasks, and each employee has 160 tasks, The system and enterprise WeChat were also connected to push the "task list" to each employee's mobile phone.

What is a task list? In short, every morning, when the property manager opens the enterprise WeChat, he can see that the headquarters has arranged for him to do today. Not only the housekeeper, but also the cleaner and the security guard. For example, the cleaner will see when to clean up, clean up the garbage, kill, etc., and even the order is set. Every time an employee finishes a task, he/she will take a picture and upload a punch card with his/her mobile phone, which will not only leave a mark after the completion of the task, but also make the schedule more organized and efficient.

The improvement of service quality and owner satisfaction has also brought about an increase in revenue, the most important of which is the significant increase in the collection rate of "property fees", the main source of property revenue. How to do it?

Previously, owners had to go to the property center to pay a fee, which was very troublesome. Late payment and omission often occurred. The property manager needs to send SMS, WeChat and message reminders to the owners one by one to check who has paid the fees and who has not, and sometimes takes the POS machine to collect the fees. Some owners are accustomed to using WeChat to transfer money directly to the "personal WeChat" of the housekeeper, which is prone to evasion and omission. Some properties have developed their own charging web pages, but the housekeeper uses private WeChat to send money to the owner, and the owner cannot determine whether the website is formal.

Now, the property company allows the housekeeper to access the payment applet on the "workbench" of the enterprise WeChat through the enterprise WeChat and the owner, The housekeeper directly generates a property fee bill on his mobile phone, sends it to each household with one click, and the owner can directly pay the fee by opening it on WeChat, and the fee is directly credited to the property company, which is very reassuring. Later, the housekeeper can also check who has paid and who has not, and can remind the owners who have not paid. As a result, it is more convenient for owners to pay fees, and the collection rate of property fees has also increased.

Speaking of cost saving, Chen Yanghua, General Manager of Jingrui Hengxi Technology, told us: "Another surprise, we Jingrui Property did not expect that digitization would help us save money at the beginning, and it is not a small amount. To take a very simple example, the use of enterprise WeChat has helped us save the "public" mobile phones and phone cards that we had to equip for each community. ”

In the past, in order to avoid people posing as property stewards, Harassing and defrauding the owners, also because the property management personnel are highly mobile, the housekeeper should not leave and take away the owner's contact information, The property company will equip each community with 1-2 public mobile phones, Let the housekeeper communicate with the owner through the public mobile phone and the public WeChat.

After using enterprise WeChat, the real name of each housekeeper is followed by the company name, and the identity is clear; When the housekeeper leaves his job, he can hand over customers with one click, and no longer need to use public mobile phones. Previously, the price of a public mobile phone was 1000 yuan, and that of a phone card was 200 yuan a year. Each building equipped with two mobile phones was 2400 yuan. A medium-sized property company with 500 buildings in the country can save millions of expenses a year.

Another example is that each time the community sends a reminder notice to the owner, such as water supply cut-off and payment, it used to require the housekeeper to "send a message" to each household, each message costs 10 cents, and a 3000 household community costs 300 yuan for each round of notice, The property of 500 buildings is the SMS fee of 150000 yuan. But now we can repeatedly notify the owners through WeChat.

On the basis of cost reduction and efficiency increase, some property companies have also found new revenue growth space value-added services. When owners encounter many problems, they will take the initiative to consult the housekeeper: for example, whether there is an electrician who can repair electrical appliances, whether there is a reliable homemaking aunt's recommendation, whether there is a balcony window sealing service, etc. In the past, the housekeeper could only recommend external services, which was difficult to control the quality, and had to take responsibility for problems. Now, many property companies have expanded door-to-door housekeeping, home decoration and other businesses, The housekeeper can recommend professional services to the owner when he learns that the owner has babies and old people to take care of, or has water and electricity, beautification and decoration, and can also organize community groups in groups and circles of friends to give the owner more preferential Price 。