Most property management teams have had some type of tenant service request workflow process in place for years, ranging from loosely defined processes to well-documented, written definitions. The most efficient organizations use work order management software to execute and manage the process.
The right workflow for your organization is based on a number of factors, such as property type, staffing, technology in place, lease structure, and most importantly, your goals.
These objectives might include:
– Improve our tenant satisfaction rating by X%
– Increase tenant submission of service requests online by X%
– Reduce the number of current steps in our process by X%
– Increase service request revenue capture by $X
– Improve staff efficiency or production by X%
If you’re looking to meet these goals, and improve your current workflow, consider one of the five below.
1. Desk Quarterback
In this setup, management team personnel is responsible for collecting service request details from each tenant, managing distribution (assignment) and communications for the lifecycle of the request. This may be an all-manual process or include some technology elements.
2. Chief Engineer Quarterback
This is similar to the “Desk Quarterback” with the primary difference being that the initial, or secondary, communication step is delivered to the chief engineer in a property. The request may come from a tenant or tenant coordinator. The engineer then assigns the task to a member of their team, who is responsible for completing the task.
3. Direct Assignment / Required Process Step Confirmation
In this workflow, a service request is submitted online or through a mobile device by the tenant requestor. The pertinent information is delivered directly to the responsible technician (or vendor) who acknowledges, accepts, and manages the request and communication throughout the full work order lifecycle.
This process requires the right pieces of technology in place including an advanced online work order system extended to a connected mobile application accessible on a smartphone or tablet.
It’s the optimal solution for service and efficiency used by best-in-class operators, as it allows for, and creates, the conditions for the most accurate depiction of service delivery and quality.
4. Mixed / Blend
This workflow is a combination of one of the Quarterback methods together with the Direct Assignment processes. Utilize this in situations where some issue types can be directly assigned, while some others may need further evaluation based on specific skill sets required or, potential associated costs. Again, there are technology requirements in order to make this process work.
5. Hot Potato
This is a variation of the Direct Assignment process whereby tenant service request submission details are delivered simultaneously to a pool of available technicians. The person who is available or in the best position to manage the request takes ownership,
the other people in the pool are notified. Once again, this process requires the right technologies in place in order to work.
A data-driven approach to tenant service
Workflows are about two things – efficiency, and data.
Property management teams are increasingly asked by owners and investors to prove performance in all areas of their business with real- time data. The only way to do this is with clearly defined workflows in place and tools to help you collect data and generate reports that deliver results.
CRE firms with clearly defined workflow processes, and armed with clear visibility into service metrics, are able to prove consistent performance. This not only differentiates them from their competition, it also helps them to build an identifiable brand in their markets.
Great service, after all, doesn’t happen by accident.
Read more in our eBook: Improve Tenant Service with the Right Workflow for Your Property Management Team