Customer Care

Overview

 

The Straker Customer Care module is designed to assist customer service users in their daily routine to easily log, monitor and progress customer care issues raised by homeowners to the builder. The system can generate itemised work orders for subcontractors and maintenance teams as well as template letters to owners/tenants.

 

The integrated scheduling system allows users to create diary appointments for maintenance teams or customer care managers at the click of a button.

 

Additionally, the system can be used to help control the flow of documentation relating to the builder’s existing manual customer care procedures e.g. Move in, Six Month “Snagging” lists etc.

 

The system also offers the user comprehensive enquiry routines and an extensive suite of reports, statistics and analytical tools e.g. to help analyse fault trends, provide statistical analysis etc.

 

Issue Management

 issue management

    The main issue management screen for a client

The system allows the creation of multiple issues against a single property – easily allowing users to view the entire history of the property at a glance.

  • Client personal notes section – including optional “pop up” boxes to alert users of potentially delicate situations.
  • Caters for both homeowner and tenant scenarios.
  • Ability to scan external correspondence into separate document library for each client – for future reference.
  • A document schedule that allows users to control and record the flow of builder specific Customer Care Procedure documents. (Example below)

 

 customer care procedures

    Customer Care procedures document handling

 

Users have various options available to them for each issue entered on to the system:

  • Issues can have multiple items – each assigned a specific fault code, description and attributes.
  • Supports user-definable priorities that can be allocated to each fault.
  • Ability to quickly schedule manager or internal maintenance team appointments.
  • Ability to scan images / correspondence and store these against the issue.
  • Generate standard or tailored correspondence to clients using Microsoft word templates.
  • Progress / escalate / complete the issue.
  • Generate Job cards (works orders) for the relevant subcontractors. (Example below).

customer care job card

  System generated Job Card (works order)