As the properties Daiichi managed increased, so did the time and resources it took to handle tenant transactions and concerns. Every touch point must be handled satisfactorily and in a timely manner. However, they had a lean team, disparate processes across buildings, and no system to record requests by tenants and service fulfillment by the personnel.
The resulting performance due to these limitations did not satisfy Daiichi’s commitment to its customers and stakeholders:
Extended turnaround time to issue resolution due to multiple layers of routing
Delayed charging of repair costs to tenant
Errors in keeping records of equipment and service charges
Daiichi needed to put in place a system that will help them manage a large volume of customer transactions, automate property management processes based on best practices, and ultimately elevate the experience of their customers.