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| ANGERS - Le Toit Angevin - Visual Cont@ct
Application: Complaints and repairs management [Visual Cont@ct]
Le Toit Angevin wishes to optimize the management of the complaints of their tenants in order to answer their needs in the most cost effective way whilst giving tenants awareness of actions and progress.
To achieve this goal, Le Toit Angevin is developing a specific CRM application with the Visual Habitat software, to be used by authorized staff and others including:- customers, guards and technicians for the recording, transmission and the follow-up of the complaints;
- technicians for resolving complaints.
Le Toit Angevin is going to provide the following three services in the field of EWork and EAccess:
A. FAQ
Description
FAQ is a system of keyword search for answers the tenants questions. These answers have been recorded starting from "the welcome booklet" of the tenant.
The answer can be communicated by telephone or mail, but also during a meeting with the tenant.
Optimization Aspect
This system will grow along with the answers given to new questions of the tenants and reduce operational time needed to respond to common questions and situations.
Security Aspect
- Access: Only the competent staff of Le Toit Angevin has access to FAQ: login + password.
- Filing: all the questions of the tenants are filed (contents of the questions and references of the tenants).
- No higher level requirements
B. Technical complaints
Description
A system to record the technical complaints, concerning products and services, by tenants, to transmit complaints to the staff concerned, and to guarantee their traceability.
Optimization Aspect
- Accuracy: graphic tools allow any person to identify and clearly categorise the complaint.
- Exhaustiveness: the immediate recording avoids the loss of information (remotely, use of tablets PC); the system identifies the untreated or partially fixed complaints.
- Traceability: the system identifies the current stages in the treatment of the complaints.
Security Aspect
- Access: Only the competent staff of Le Toit Angevin has access to the technical complaints: login + password. All the communications coming from tablets PC are encoded.
- Filing: all the technical complaints are filed.
C. Incivilities (civil and criminal complaints)
Description
System for recording and processing civil or criminal complaints, transmitting them to the "proximity services" or to the police, and guaranteeing their traceability.
Optimization Aspect
- Validity: a standard form helps to codify the civil or criminal complaints and to determine the procedure to be followed thereafter.
- Completeness: all recorded incivilities are transmitted.
- Traceability: the system identifies the various stages in processing analyses of the information.
Security Aspect
- Access to the module: only authorized staff of Le Toit Angevin will have access to the module of management of incivilities: login + password + encryption (tablets PC) + authentication (mode remaining to define: smart card, fingerprint, electronic signature).
On access to the module, the following options will be available:
to record complaints at the beginning of the procedure ;-
to examine the file once the procedure has been started-
to allow the transmission with "the proximity services" and the police.-
- Filing: all the incivilities are filed (number of the tenants and of their contract, number of the field offices, number of the buildings where the housing of the tenant is located, description of the disorder; description of the elements of the legal procedure).
- Transmission with "the proximity services" and the police: only duly authorized people can transmit: authentication (mode remaining to define: smart card, fingerprint, electronic signature). Methods of encryption and anonymity of the senders have yet to be considered.
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