vacancy!. customer relation management „nobody asked me …“
TRANSCRIPT
![Page 1: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/1.jpg)
Vacancy!
![Page 2: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/2.jpg)
Customer Relation Management„Nobody asked me …“
![Page 3: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/3.jpg)
Customer Relation Management„… and the tenants‘ nerves are on edge.“
![Page 4: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/4.jpg)
Customer Relation Management„I am not putting up with this anymore …“
![Page 5: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/5.jpg)
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
![Page 6: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/6.jpg)
20
090
10
1-a
tI B
og
en
sta
ett
er-
U 1
70.J
PG
![Page 7: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/7.jpg)
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
![Page 8: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/8.jpg)
© Prof. Dr.- Ing. Ulrich Bogenstätter 819.04.23
1. Research of critical factors for success and hurdles to success of housing companies
[LO
HS
E,
M.
20
08]
Lo
hse
, M
oritz
; P
fnü
r, A
nd
rea
s: E
WO
WI
zwan
zig
zeh
n:
Erf
olg
spo
ten
zia
le d
er
Wo
hnu
ng
swir
tsch
aft
2
010
: A
rbe
itsp
apie
re z
ur
Imm
obi
lien
wir
tsch
aftl
ich
en
Fo
rsch
un
g u
nd
Pra
xis,
Ba
nd
Nr.
12
, 20
08
, p.
46
![Page 9: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/9.jpg)
© Prof. Dr.- Ing. Ulrich Bogenstätter 919.04.23
2. Tenancy process
![Page 10: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/10.jpg)
Process Description
• First contact• Follow-ups
© Prof. Dr.- Ing. Ulrich Bogenstätter 1019/04/23
![Page 11: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/11.jpg)
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
![Page 12: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/12.jpg)
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
![Page 13: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/13.jpg)
© Prof. Dr.- Ing. Ulrich Bogenstätter 1319.04.23
Operation tasks
![Page 14: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/14.jpg)
© Prof. Dr.- Ing. Ulrich Bogenstätter 1419.04.23
From operation tasks to targets
![Page 15: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/15.jpg)
© Prof. Dr.- Ing. Ulrich Bogenstätter 1519.04.23
From targets to strategy
![Page 16: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/16.jpg)
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
![Page 17: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/17.jpg)
Time is money – the customer‘s and the company‘s
© Prof. Dr.- Ing. Ulrich Bogenstätter 1719.04.23
![Page 18: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/18.jpg)
3. IT support today – quantifying performance
• Operation• Communication• Collaboration• Documentation (Docs)• Analysis
© Prof. Dr.- Ing. Ulrich Bogenstätter 1819/04/23
![Page 19: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/19.jpg)
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
![Page 20: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/20.jpg)
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
![Page 21: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/21.jpg)
© Prof. Dr.- Ing. Ulrich Bogenstätter 2119.04.23
From strategy to IT-Solutions
![Page 22: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/22.jpg)
© Prof. Dr.- Ing. Ulrich Bogenstätter 2219.04.23
From IT-Solutions to operation tasks
![Page 23: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/23.jpg)
© Prof. Dr.- Ing. Ulrich Bogenstätter 2319.04.23
Quantifying success
![Page 24: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/24.jpg)
© Prof. Dr.- Ing. Ulrich Bogenstätter 2419.04.23
![Page 25: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/25.jpg)
During tenancy
• Complaints / request management• Information of occupants• (Pre) billing of outstanding management• Procurement management
© Prof. Dr.- Ing. Ulrich Bogenstätter 2519/04/23
![Page 26: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/26.jpg)
© Prof. Dr.- Ing. Ulrich Bogenstätter 2619.04.23
![Page 27: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/27.jpg)
© Prof. Dr.- Ing. Ulrich Bogenstätter ID31279/ 2719.04.23
![Page 28: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/28.jpg)
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
Bog
en
stät
ter,
Ulr
ich
: P
rop
erty
Ma
na
gem
ent
un
d F
aci
lity
Ma
nag
em
en
t; M
ün
che
n:
Old
en
bou
rg W
isse
nsc
ha
ftsv
erl
ag
2
008
S.
305
![Page 29: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/29.jpg)
IT-tune up downsizes vacancy, reduces general management
expenses and enhances customer satisfaction
© Prof. Dr.- Ing. Ulrich Bogenstätter 2919.04.23
![Page 30: Vacancy!. Customer Relation Management „Nobody asked me …“](https://reader030.vdocuments.us/reader030/viewer/2022032804/56649e4c5503460f94b41066/html5/thumbnails/30.jpg)
There are various key indicators and many ways to reduce
management fees
© Prof. Dr.- Ing. Ulrich Bogenstätter 3019.04.23