OPDRACHTGEVER

Woonstad Rotterdam is the largest housing corporation in the Netherlands. Since the start of 2018, Woonstad has been realizing the New business strategy. The customer is central to this even more than before. Residential city innovates. The next three years will be dominated by renewed services. It is not the real estate that is central, but the customer, this has changed compared to a few years ago.

Current Situation

The customer journey roughly consists of offering and renting out, living in and leaving. Within these situations, subjects such as “delivery moment”, “repairs and complaints” play a role and customers have contact with, for example, a caretaker about nuisance.
Woonstad can be reached at three locations in the city. The three counters of Woonstad Rotterdam are physical spaces where tenants can go with their questions. What often happens here is that people still go to the counter to pay.

Woonstad currently has the following customer contact channels; telephone, mail, website, mobile application and face-to-face. This last variant takes place in the neighborhood and at the office. What often happens on the website is that customers type complete stories in the search function, so that the result is not available.

goal

They find the grade that the corporation receives for its face-to-face customer contact too low. They would therefore like to push the current figure of 7.4 to an 8+.

Target Group

Social rent. These include; special target groups, frail elderly, families, low-middle incomes, students, recent graduates and other low-income earners.

Challenge

Better serve customers via the internet. So that no person has to intervene, no waiting time and no nagging. They want to improve the face-to-face customer contact, with the aim of an 8+ for customer satisfaction.

CONCEPT

Homi improves the face-to-face customer contact between the caretaker and tenants within the social sector. Customer contact between Woonstad and tenants is currently experienced as a one-sided contact moment, usually by telephone by the tenant himself. The result is a high workload for the caretakers. To date, tenants have experienced an impersonal and distant feeling when dealing with reports. This is due to the lack of personal contact and insight into the process. With regard to this problem, Homi responds to the needs of the social tenant. With Homi we bring the caretaker and customer closer together, through personal attention and guidance in customer contact. We do this by giving the caretaker a face in our application. Your own profile, in which the social characteristics and activities of the caretaker are visible to the user.

COMMUNITY WEET RAAD

The tenants can help each other by answering simple questions and problems in the FAQ. In the FAQ, tenants can find a list of frequently asked questions, and they can also ask new questions here.

This creates a community and will reduce the caretaker’s workload.

 

 

 

HOW DOES IT WORK?

After logging in, the customer receives his/her customer number on the application to see personal information about the caretaker. A permanent caretaker works per location, each district is assigned a permanent caretaker.

Via the application, the customer can see the caretaker’s profile, here personal information is displayed about the respective caretaker (eg: name, age, favorite dish, etc.). In addition to the textual information, there is an introductory video about the caretaker himself. This contributes to the personal feeling, the caretaker feels like a confidential person. Someone who is close to you and gives you confidence! This page also shows information about where you can reach the caretaker, what work he/she can perform. So that the caretaker will not be disturbed unnecessarily.

The customer sees on the application where the caretaker is at that moment and what he/she is working on. And so know whether he/she has time to contact the caretaker.

If the customer wants to submit a report to his/her caretaker, he/she is directly connected to customer service, previously this contact went directly through the caretaker. The customer service assesses this report on seriousness. is it possible that the customer can solve the problem independently? or that the caretaker must come for an inspection. Customer service can then create a ticket in the system for the relevant caretaker. The report is immediately included in the administration and in the ticket list of the caretaker. Caretakers can accept and process the tickets. As soon as this happens, the notification is visible in the application for the customer. At that moment, the customer has insight into the handling of his/her report, which is displayed in a status overview. The customer can follow the notification from request to processing.