{"id":850,"date":"2020-01-03T12:34:46","date_gmt":"2020-01-03T12:34:46","guid":{"rendered":"https:\/\/blog.isocietymanager.com\/?p=850"},"modified":"2023-04-23T15:14:42","modified_gmt":"2023-04-23T09:44:42","slug":"who-follow-up-for-complaints-customer-or-facility","status":"publish","type":"post","link":"https:\/\/factech.ai\/blog\/who-follow-up-for-complaints-customer-or-facility\/","title":{"rendered":"Customer Complaints : Is Your Plumber Following Up"},"content":{"rendered":"<h1><span style=\"font-size: 20pt;\">Follow Up for Customer Complaints<\/span><\/h1>\n<p><span style=\"font-size: 14pt;\"><em>&#8220;At my last project, our residents were not happy as they need to follow up facility team to get their complaints resolved. But in this project, through iSocietyManager we have changed the way complaints are managed. Now facility staff follows up residents to close their complaints. The follow up process has reversed now.&#8221;<\/em><\/span><\/p>\n<h2><strong><span style=\"font-size: 18pt;\">Customer Service Feedback<\/span><\/strong><\/h2>\n<p><span style=\"font-size: 14pt;\">Sahil told me during last Saturday in the response of the Question<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">What change iSocietyManager brought in their working style?<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Sahil heads the facility of a Premium Residential Project in NCR.\u00a0 The project has more than 2100 Units spread over 27 acre.<\/span><\/p>\n<p><span style=\"color: #0000ff; font-size: 14pt;\"><em>Sahil:<\/em><\/span><\/p>\n<p><span style=\"font-size: 14pt;\"><em>&#8220;Your team has come to sell the billing Service through some reference from a Meter company. But the most interesting to me was how iSocietyManager handles complaints. The problems and use cases your team told were exactly the\u00a0 pains we faced in the last project.&#8221;<\/em><\/span><\/p>\n<p><strong>Earlier, the System worked as below:<\/strong><\/p>\n<ul>\n<li><span style=\"font-size: 14pt;\">The resident used to raise the complaint <strong><span style=\"text-decoration: underline;\"><em>over the phone<\/em><\/span><\/strong>.<\/span><\/li>\n<li><span style=\"font-size: 14pt;\">The team usually notes down in the register. The process was totally <strong><em><span style=\"text-decoration: underline;\">human dependent<\/span><\/em><\/strong>.<\/span><\/li>\n<li><span style=\"font-size: 14pt;\">Only God knows what action was taken and who resolved the complaint.<\/span><\/li>\n<li><span style=\"font-size: 14pt;\">When the Resident again calls and tell about the complaint, there was <strong><em><span style=\"text-decoration: underline;\">no track<\/span><\/em><\/strong>, it was again noted down. This keeps on happening repeatedly.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: 14pt;\">Residents then shout on us and our office remains occupied with frustrated Residents.<\/span><\/p>\n<p><span style=\"color: #0000ff; font-size: 14pt;\"><em>Why should we pay the <strong><span style=\"text-decoration: underline;\">Maintenance Charge<\/span><\/strong> if our complaints are not being worked on?<\/em><\/span><\/p>\n<p><span style=\"font-size: 14pt;\">With iSocietyManager, residents can raise the complaint any time over their phone. They get the OTP against each complaint. The complaint can be closed only if the valid OTP is entered by the facility.<\/span><\/p>\n<p><span style=\"font-size: 16pt;\"><strong>Simple.<\/strong><\/span><\/p>\n<p><span style=\"font-size: 16pt;\">This reversed the whole process.<\/span><\/p>\n<ol>\n<li><span style=\"font-size: 14pt;\">Complaints are traceable as they get recorded in the System.<\/span><\/li>\n<li><span style=\"font-size: 14pt;\">Transparency is at every level from top to bottom. Any user can see a digital complaint log book at any time.<\/span><\/li>\n<li><span style=\"font-size: 14pt;\">Complaints can be closed only if the customer is happy. The simple OTP create this magic.<\/span><\/li>\n<li><span style=\"font-size: 14pt;\">Staff performance is measurable. So the staff follows up with customers to share the OTP so that complaints can be closed.<\/span><\/li>\n<li><span style=\"font-size: 14pt;\">Turn Around Time ( TAT) is clearly visible and transparent.<\/span><\/li>\n<\/ol>\n<h3><span style=\"font-size: 16pt;\"><span style=\"text-decoration: underline;\"><strong>Complaint OTP is the key<\/strong><\/span><\/span><\/h3>\n<p><span style=\"font-size: 14pt;\">When he further involved his other team including supervisors in the discussion, all are happy as they have full control of their operation on their mobile. The facility App of iSocietyManager is helping them on top of things at real-time.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Do your residents\/tenants also complain that the staff is not responding? Write to <strong><a href=\"mailto:support@isocietymanager.com\">support@isocietymanager.com\u00a0<\/a><\/strong><\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Wants to know more about iSocietyManager go to <strong><a href=\"https:\/\/bit.ly\/2FGcjNp\">https:\/\/bit.ly\/2FGcjNp<\/a><\/strong><\/span><\/p>\n<p><span style=\"font-size: 14pt;\">To Learn More about Complaint Management System, Visit <strong><a href=\"https:\/\/factech.ai\/customer-complaint-management-system.html\">https:\/\/factech.ai\/customer-complaint-management-system.html<\/a><\/strong><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Follow Up for Customer Complaints &#8220;At my last project, our residents were not happy as they need to follow up facility team to get their complaints resolved. But in this project, through iSocietyManager we have changed the way complaints are managed. Now facility staff follows up residents to close their complaints. The follow up process<\/p>\n","protected":false},"author":4,"featured_media":875,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16,112,42,32],"tags":[810,26,814,811,806,102,808,812,1317,1319,1320,1318,1321,807,809,813,95,89,122,103,121],"post_folder":[],"class_list":["post-850","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-apartment-management","category-complaint-grievances-management","category-apartment-society-system","category-society-management-system","tag-change-in-working-style-of-your-staff","tag-complaint","tag-complaint-happy-code","tag-delight-your-customers","tag-effective-complaint-management","tag-facility","tag-get-best-out-of-your-technical-staff","tag-handle-your-society-complaints-effectively","tag-helpdesk-for-facility-management","tag-helpdesk-for-hospitals","tag-helpdesk-for-hostels","tag-helpdesk-for-offices","tag-helpdesk-mobile-app","tag-how-to-increase-your-complaint-staff-effectiveness","tag-how-to-make-your-staff-accountable-and-follow-up-with-customers-for-better-quality","tag-implement-otp-based-complaint-closure","tag-isocietymanager","tag-mygate","tag-nobroker","tag-otp","tag-society-connect"],"aioseo_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Complaints : Is Your Plumber Following Up<\/title>\n<meta name=\"description\" content=\"iSocietyManager can raise the complaints customer any time over their phone. 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