CRM for housing and public utilities is an exit to the new service level of clients

So was earlier, but with arrival of a new boom of construction, especially in large megalopolises, emergence of expensive residential arrays where the cost of square meter considerably exceeds an annual salary of the middle manager, housing offices were succeeded by "advanced" management companies which combat every day competitors for a possibility of service of these or those residential complexes. And, to win in this competitive struggle, they need to catch love and trust of citizens and also, whenever possible, to sell the maximum service package.

The main task of any management company simple is the maximum economy of money at the optimal cost of the provided services. And, of course, unconditional customer loyalty. Sounds simply and how such task to execute? Difficult. Here it is necessary to observe standards of water consumption and heating, to select the correct contractors for management of the residential complex (garbage removal, cleaning of the territory, repair, etc.), to constantly control execution of works and also employees which these works check (the chief engineer, the commandant, the managing director) and many other things. The competent management company can earn the additional budget for condominium (for example, use of advertizing accounts from houses).

And the most important is an individual approach to each inhabitant.

"The most important task of competent management company, it thoroughly to understand needs of each inhabitant, know what problems at it, what wishes, to find the correct approach to each of them. We try to provide to the clients not only the most necessary services, but also to help people with problems, it would seem not connected with service of the house in any way. For example we organize free legal maintenance of inhabitants of our houses. Also inhabitants receive discounts at visit of some hairdressing salons, sports centers. Providing additional services (washing of windows, cleaning of apartments, etc.) is organized. It is very important to us to receive a feedback therefore we have additional channels for communication with inhabitants – not only business hours, but also an opportunity to leave the address on the website of the company, to send the letter, to call by phone. The newspaper is issued. The most important – our clients know, any address will not remain without answer".

This customer-oriented approach every day is applied by more and more management companies and, the more there is their business and a service portfolio, the problem of use of a special tool which will help to regulate and automate a flow of client information, in time to give a feedback, to create necessary analytics, to control employees who are responsible for work with residents, to regulate contractor interactions becomes more important. There are practically no CRM solutions for housing and public utilities in the domestic market, generally it is self-written solutions which close narrow tasks (calculation of a rent, for example). That solutions which correspond to requirements of the industry are more valuable.

The Yuniservice management company implemented the solution for housing and public utilities on the Microsoft Dynamics CRM platform, and here that the head of this company tells:

"We consider that implementation of the CRM system will provide the best control of processing of customer appeals, will allow to reduce labor costs of our employees by obtaining information necessary for them during communication with clients, will simplify and will accelerate procedures of provision of services. We calculate that these improvements will help us to achieve a bigger customer loyalty, and, as a result, reduction of volume of arrears".

During the project in Yuniservice integration of Microsoft Dynamics CRM with the system of billing, SMS service and the website where for clients an opportunity appears not only to read announcements and declarations, but also to interact with management company through a personal account is executed. Further it is going to carry out integration with automatic telephone exchange: at receipt to the employee of the company of an incoming call from the client on the screen of the computer "the client's card" is automatically displaid, time for search of necessary information or documents is not spent. Also through "the client's card" it is possible to contact easily the client - a system itself will dial the necessary phone number.

So, there comes time when any inhabitant of the house has the right to choose: receive or not high-quality service, have or not warm batteries in the apartment, receive or not the response to the request, and the most important it has the choice to change the company which provides low-quality services. And to select another – more modern.

The management company also has the choice – whether to become the leader in the field of housing and public utilities, implementing customer-oriented approach, or CRM strategy in the company if you want. Or in the nearest future to leave the service market.

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