London-based property developer Apt Living was searching for a customer-friendly way to allow their new residents to report defects during their warranty periods, and a solution to efficiently manage their internal customer care process.
How we've helped:
Average resident satisfaction with FaultFixers: 5 out of 5 stars
Help desk time saved per ticket: 12 minutes
Resident feedback: "great app, really easy to use"
We launched one of our customisable reporter websites (here's a demo one) to allow residents to easily report defects directly to Apt Living's customer care team. Instead of inconveniently having to phone the help desk, residents are now able to report issues 24/7 on any device.
On the help desk side, our back-office management platform saved the building managers and customer care team time and headache.
Dilpreet, Customer Care Manager for the Library House development in Brentwood, reported that she was saving at least 10 minutes per issue. In less than 30 seconds, she is now able to review reports, assign them to a contractor and automatically provide them with the description and photos, whilst automatically keeping the resident in the loop. Dilpreet can now focus on other parts of her job without having to answer phone calls at unpredictable times — win!
As one of the first customers to use FaultFixers for residential after-sales warranties, Apt Living and FaultFixers worked closely to improve the product and make residents happy.
“Back-office time savings have been enormous. In less than 30 seconds, I can review a report, assign it to our contractors, and automatically let the resident know when the contractor will visit them.”
Dilpreet Shallon, Apt Living