Customer Care

Xpedeon’s Customer Care module supports the complete process of customer care for real estate companies and house builders - from the point of reservation, through choices and options selection, completion, build completion snagging, post occupation snagging, and onto after care for the duration of the warranty period. It assists your business in delivering proactive as well reactive services to your customers through its integrated workflow system. It facilitates ‘best practices’ via a robust integrated process for management of service levels, resolution assignment, escalation, standard client documentation, and customer follow up.

Call management is unit focused and users can manage warranty periods, service providers, and service levels for each unit. Integration with other modules ensures that details relating to owners and tenants is available at the touch of a button and eliminates the need for reconfiguration. All client communication is managed within the system through standard template documents, emails, and attachments so that your real estate business has a complete audit history of activity against each maintenance call, client, or tenant.

Integration across modules provides quick access to information on subcontractors and materials used during the build process. Work schedules for subcontractors against maintenance calls and appointments can be managed via the online calendar. Escalations ensure that high priority or overdue maintenance calls are dealt with appropriately. Job sheets can be prepared and sent for each maintenance call.

Pre and Post Occupation snagging queries can be managed effectively through the system. These can be categorised separately so that they can be reported apart from normal service level targets and warranty based calls. All costs associated and incurred during the warranty period are captured against the build and maintenance budget to ensure that an accurate margin is derived from the system.