In the current economic environment, data-driven decision-making has never been more important.
By utilising the data derived from proactive engagement and improved procurement processes, businesses will have the tools to make educated decisions and, in turn, recognise strong retention and growth.
A software platform can provide statistics on the activity of management operations and the interaction of its end users—residents, contractors, real estate agents—providing an enormous advantage in understanding the engagement of key stakeholders.
How to use customer engagement data to make better decisions
A comprehensive, real-time overview of customer activity provides statistics such as maintenance request timeframes and activity, what distributed documents customers have read and when, targeted marketing and significantly improved procurement processes.
Once this data is accessible, better decisions on the relevant actions necessary to further enhance customer service can be made in order to improve customer retention and ultimately drive business growth.
Connecting external providers
Improving customer engagement can be managed in many different ways, but ultimately it comes down to providing enough information and interest for that customer that engages with distributed content.
By connecting external providers such as trades, cleaners, insurance companies and even local businesses and community partners, customers have even more reasons to engage with a centralised software offering and therefore assist in the data capture back to for improved business decision-making.
Proactive and consistent communication
Proactively communicating with portfolio stakeholders such as tenants, owner occupiers, investors and real estate agents provides a brand with a much more positive and informative image than simply sending levy notices and meeting agendas.
Hosting network and education events, distributing newsletters, engaging in community wide or site specific surveys, providing updates or even managing specialist user groups or community forums are powerful ways to deliver a highly proactive message to customers, all whilst providing a business with the data to consistently enhance service delivery.
A centralised software platform
Having data is just one part of the story—easily accessing and acting on that data is another.
It's important to have all activities and data capture points in one centralised platform to allow varying stakeholders to access (all with different access permissions).
ResVu for example, an Australian-based technology company, provides strata companies with a customised white-label platform which includes all the above features.
Having a centralised platform with a portfolio management overview, administrator and site statistics, maintenance management and contractor tracking will ultimately make highly informed business decisions more viable, all whilst heightening customer satisfaction.
Streamlined software will mean higher attractiveness to prospective customers through a CRM system, delivering marketing interactions at just the right time.
Engagement and community building within you current sites will result in delighted customers and making a brand and service delivery more valuable.
Streamlined procurement processes
Providing a customer base with easier access to key lifestyle and operational benefits such as electricity, insurance and telecommunications offers can provide a business with invaluable feedback on which avenues to invest in the future.
Improved management efficiencies
Through capturing data from users, the capacity to provide a greater service level and decision making advice all whilst handling less phone and email traffic as a result will become apparent.
These efficiency benefits extend from your head-office, all the way to a sites committee members by making use of platforms such as Committee Hub.
Better customer relationships
Whether it be answering a call from the customer who has a one-off plumbing issue, or the on-going daily management of an executive committee, using data to proactively assist with more accurate and faster problem resolutions will significantly improve the relationships with key portfolio stakeholders.
Return on investment
Knowing where to invest resources will produce massive benefits for businesses growth and return.
As a bonus, the ResVu platform even allows businesses to create additional revenue models such as Goods and Services Offerings, Streamlined Procurement, and Customer Loyalty Programs.
To enquire about a white-labelled platform for your business visit resvu.com.au and get in touch with the team.
The Urban Developer is proud to partner with ResVu to deliver this article to you. In doing so, we can continue to publish our free daily news, information, insights and opinion to you, our valued readers.