Successful digitization at Schep Property Managers, building more efficient property management together

24/7 digital service

Until recently, a lot of communication took place via email, phone, or even mail. Repair requests were processed manually and information was spread across multiple systems. As a result, there was often a lack of overview, for both tenants and employees. The need for direct, digital service became increasingly urgent.

Thanks to the use of Embrace, the customer journey is now largely automated. “Tenants can now submit and follow their requests 24/7. They know immediately what the status is, which saves us a lot of calls,” says customer service team manager Jasmijn Mud. This also means more peace and control for employees. Less phone time is required and queries can be dealt with faster and better.

One overview for customer contact

The benefits also apply to employees. “In the past, you had to search in different systems,” says Jasmijn. “Now, with an incoming call, you can immediately see who is calling, what his or her history is, and whether, for example, there is already a rent arrears. Everything is in one customer card.” This centralization ensures shorter lead times, better recording of contact moments and faster processing. It's about expectation management. Thanks to automatic updates, the tenant knows what's going on and they no longer have to call for a status.

User friendly

Schep deliberately chose Embrace because of its intuitive portal solution and strong integration with the existing ERP system REMS. “Our customer service now only works in Embrace. All relevant information is unlocked from REMS,” says Dennis. “The customer card is clear, the support is personal and, in addition, we have support from consultants with further optimizations.”

Insight and proactive communication

Not only tenants, property owners are also benefiting from the digital revolution. Thanks to better task registration and insight into recurring reports per complex, adjustments can be made more quickly. “We can now better identify where problems are at play,” says Jasmijn. “If reports come in frequently somewhere, we can immediately provide feedback to owners.”

Dennis underlines the importance of this: “Owners measure us on customer satisfaction. Happy tenants mean less vacancy, better scores and therefore more orders.”

Data, AI, and full self-service

For Schep, digitization does not stop with implementation. There are already concrete plans for further development. The company wants to work in a data-driven way with dashboards, KPI monitoring and better control information from customer interactions. This gives Schep more insight into the bottlenecks so that processes can be improved.

AI also plays a role in this. “We want automatic conversation summaries, smart email suggestions and a knowledge base that thinks proactively,” Jasmijn explains. “And schedule inspections? The tenant should soon be able to do that himself.”

A partnership with vision

Although the go-live had its share of challenges, the collaboration with Embrace was experienced as positive and personal. Thanks to additional consultancy, Schep continues to actively develop. We not only look at existing solutions within the ERP ecosystem, but also external tools that can add value, such as Properly for technical management.

At Schep, digitization is not a completed project, but an ongoing movement. As Dennis puts it: “Thanks to the additional support, we will continue to actively improve and develop in a targeted manner based on our practice.” In this way, Schep continues to build a future-proof and customer-oriented organization step by step.