Complaint records can be extremely labour-intensive and error-prone because more and more systems have been used to administer them over the years. How nice would it be for a corporation to redesign the complaint register so that all communication with the tenant is centrally maintained? In one place where communication with third parties also takes place and with new practical functionalities. Cazas Wonen went through such a process and CorporatieGids Magazine spoke about it with Complaints and Improvement Process Coordinator Josien Riemens and Business Analyst Paula Groenendijk.
Cazas Wonen had a situation where many systems were used in the complaints process, Josien starts the conversation. “At one point, we worked in seven different systems to register the complaints, deal with them, communicate with the reporter and tenant, the contractor and the back office staff. Maintaining an overview of the status of the complaints was quite a challenge and a lot of work. In addition, in the past, the choice was made to keep records of complaints in an Excel file and to provide an overview and insight here from various angles by making reports in Power BI. Manual tracking was error-prone. We wanted to improve that.”
First step improvement
“A first step in improving the registration of the complaints process was taken in a so-called brown paper session,” Paula continues. “This enabled us to identify and analyse the bottlenecks and the improvement potential in an interactive way. This was important because it allowed us to take targeted steps when setting up files and working in a case-oriented way — in our case improving the complaint registration. In three months, we created a first version of the product that not only set up the new complaint register, but also realized additional requirements, such as providing data for a risk analysis. We've been live since last March.”
One file for all actions
In the new complaint registration system, all actions come together in one file, Josien further explains. “We have included all the data we need for the process and all the data we want to report on in the case steps, the components of the complaint registration. We can tailor this in our system with things, tasks and self-service scenarios, so that contractors and other third parties, for example, can easily provide status information for the complaint system. In the new setup, we also have the option to register additional data. For example, if we have to grant a rent reduction to a tenant for a complaint that may arise with more tenants. We now have insight into this financial risk.”
Newly designed building blocks
Paula: “Cazas Wonen has been using Embrace for a number of years. The new functionality of files in combination with case-oriented work gave us the opportunity to also use this application for the registration and handling of complaints. The new complaint registration therefore did not expand the application landscape. However, in this way, the aforementioned Excel database with important and privacy-sensitive data has expired, making the application landscape more robust. In addition, we thereby comply with the guidelines of our information policy. For three months, we defined a number of sub-processes — the so-called building blocks — every week. For example, deporting a task to the back office or adding a complaint via the rental committee to an existing complaint in the file. This method with building blocks fits well into Embrace's set-up.”
Step by step
“Business oriented work was not the goal in itself, but it is great in practice,” says Paula. “You keep all actions related to the complaint in one file and build a file step by step in the complaints process. You decide the steps yourself, depending on the situation, so what is necessary at that time to handle the complaint. This keeps us flexible and allows us to provide customized solutions. This was an explicit wish from the organization. After all, the personal approach contributes to residents' enjoyment of living.”
Many benefits
According to Josien, the benefits for Cazas Wonen are clear: “One system for registering and handling complaints that also includes all correspondence with the tenant, employee or third parties. The method is therefore much easier and more intuitive. And we work from one system where the way tasks go to the back office matches the existing way of working. It is also an advantage for third parties because they now provide the requested information via a self-service scenario, which incorporates their input directly into the complaint file in just a few clicks. And we are improving our services to tenants because we can better register and monitor complaints. Finally — and also important — we can better report on possible process improvements in the back office. So the new set-up offers us many advantages.”
Tips for other corporations
When asked if Cazas has tips for other corporations, Paula responds: “A lot of time has gone into our preliminary work: developing and improving the complaints process. But this has ensured that we were able to put a mature product live in one flow in three months. Because we worked with a small project group, everything remained organized and we were able to achieve quick results. Every week, for example, we delivered and tested one or more building blocks. At the end of the process, we tested the entire complaints process in one structured test and made the final adjustments before going live successfully.” Josien adds: “It is very important to have a good project manager who can not only make the connection between system developers and employees in practice, but also closely monitors progress. This way of working worked great for Cazas Wonen and we think this also applies to other corporations.”
Source: Corporation Guide Magazine, Photo: Theo Scholten
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