Case Study · Real Estate Customer Experience & Digital Transformation

SAAS-Eigenschaften. Optimierung des Beschwerdemanagements durch eine Eskalationsstrategie

SAAS Properties implementierte eine Eskalationsstrategie zur Behebung ungelöster Kundenprobleme. Dieser Ansatz optimierte den Prozess durch die Definition klarer Eskalationsphasen, Prioritätsstufen und Service Level Agreements (SLAs), was zu schnelleren Lösungen, besserer Kommunikation und erhöhter Kundenzufriedenheit führte.

Escalation StrategyCustomer ExperienceComplaint Management

Client

SAAS Properties

Industry

Real Estate Customer Experience & Digital Transformation

Date

2024-11-05

Timeline

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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