Service Requests

In the property industry, a service request typically refers to a formal appeal made by a resident to the property management team for assistance, repairs, or maintenance within their living space or common areas. These requests are an essential part of property management, ensuring that residents' needs are addressed promptly and efficiently.

The Problem

Staff need to gather information from residents on specific topics, such as reporting maintenance issues or requesting a new key. Additionally, they lack a clear, streamlined way to communicate directly with residents, which limits their ability to manage requests and follow up effectively.

Breakdown of the problem

Managing Requests can be challenging

Staff struggle to manage and respond to requests effectively, leading to delays and potential frustration for residents.

No single source of truth for a request

Service request information is spread across multiple areas, making it challenging for staff to reference content easily

Challenging to communicate with residents

It's challenging for staff to communicate directly with residents, making it hard to provide updates, address concerns, or follow up on requests.

Final Outcome: Highlights

An easier way to manage

Problem

Managing the different types and states of forms in Spike 2 was a challenge, primarily because of an unstructured approach, confusing staff members with different areas and filters.

Solution

I created a single view of all forms across all statuses. This approach not only simplifies the day-to-day management of forms, but also improves visibility into requests that are overdue as well as upcoming and ongoing requests, ensuring no requests are overlooked.

All information in one place

Problem

Service request information is currently spread across multiple tabs, making it challenging for staff to reference content quickly. This scattered layout disrupts workflows and reduces efficiency when handling requests.

Solution

To streamline workflow, I developed a single view where staff can complete all actions related to a submitted service request. This centralised view enables staff to quickly reference related areas, improving efficiency and simplifying request handling.

Communicate easily with residents

Problem

It’s challenging for staff to communicate with residents about service requests, making it harder to provide updates, address concerns, and follow up.

Solution

Enabling staff to communicate directly with residents, providing updates, addressing concerns, and following up on requests—all within the context of the service request itself. By centralising communication, staff can maintain a clear record of interactions, ensuring residents stay informed and their issues are resolved more efficiently.

Easier access to quotes and jobs

Problem

Quotes and jobs were managed on separate tabs, creating a disconnect from the original service request. This fragmented structure made it challenging for staff to track the progression from service requests to quotes and jobs efficiently.

Solution

To address the disconnect, quotes and jobs are now integrated into the single view. This unified approach ensures staff can seamlessly track and manage the progression from service request to quotes and jobs, with associated details appearing only when relevant. This not only streamlines workflows but also enhances visibility and reduces the need to switch between tabs.