Case Study · Real Estate Customer Experience & Digital Transformation

Propriedades SaaS. Otimizando a Gestão de Reclamações através de uma Estratégia de Escalonamento

A SAAS Properties implementou uma estratégia de escalonamento para resolver problemas de clientes não solucionados. Essa abordagem otimizou o processo ao definir fases claras de escalonamento, níveis de prioridade e acordos de nível de serviço (SLAs), resultando em resoluções mais rápidas, melhor comunicação e maior satisfação do cliente.

Escalation StrategyCustomer ExperienceComplaint Management

Client

SAAS Properties

Industry

Real Estate Customer Experience & Digital Transformation

Date

2024-11-05

Timeline

—

01 —The Impact

The results, up front.

Defined Escalations

150+

Across key departments.

Escalation matrix implemented across Call Center, Marketing, Sales, Post-Sales, Community Management, and Facility Management.

From SAAS

Priority Levels

Defined escalation priority levels from P0 (emergency) to P4 (low), each with specific SLAs for timely issue resolution.

Systematic Resolution Process: Provided a clear, structured approach for escalating and resolving issues. Improved Response Times: Ensured timely and efficient handling of escalations, enhancing customer satisfaction. Proactive Issue Management: Enabled SAAS Properties to address issues before they escalated further, minimizing potential disruptions.

02 — The Challenge

Where they started.

Why Do We Escalate? Purpose : To ensure unresolved issues receive the necessary attention and resources for resolution. When to Escalate : Situations that cannot be resolved at the initial point of contact due to complexity, severity, or other factors. Escalation Phases Process : Detailed the steps involved in escalating an issue, managing escalations, and ensuring smooth transitions between escalation levels. Who Do We Escalate To? Functional Escalation : Issues related to competence, such as lack of awareness, knowledge, or clarity. Hierarchical Escalation : Authority-based issues, including failed initial resolutions, low-quality resolutions, or issues requiring higher-level intervention. P riority Levels : Classified from low to high, determining the urgency and response requirements. How Do We Escalate? · Escalation SLAs : Defined service level agreements for response times and resolution. · Escalation Process : Provided detailed steps for managing escalations with various case examples. Rollout Plan · Implementation Details : Included objectives, methods, responsible parties (RASCI), success criteria, and implementation timeline.

03 —What We Did

The work.

Priority Levels

P0 (Emergency) : Life-threatening events with an immediate first response and a 30-minute resolution SLA. P1 (Urgent) : Issues requiring first response and quality assurance with a 30-minute response and a 4-hour resolution SLA. P2 (High) : Issues with a 2-hour response and a 1-business-day resolution SLA. P3 (Medium) : Complaints with an auto first response and a 2-business-day resolution SLA. P4 (Low) : Automated requests with a 2-business-day response and a 5-10 business-day resolution SLA.

Escalation Matrix

Departments : Call Center, Marketing, Sales, Post-Sales, Community Management, Facility Management. Details : Included priority levels, classifications, SLAs, reminder mechanisms, responsible teams, and escalation levels.

04 — Approach & Methodology