Vacancy!

Customer Relation Management„Nobody asked me …“

Customer Relation Management„… and the tenants‘ nerves are on edge.“

Customer Relation Management„I am not putting up with this anymore …“

Key performance indicators of tenancy –

does IT-tune up downsize vacancy, general administration  expenses and

enhance customer satisfaction?

© Prof. Dr.- Ing. Ulrich Bogenstätter 519.04.23

20

090

10

1-a

tI B

og

en

sta

ett

er-

U 1

70.J

PG

Contents

• 1. Basic Principles: research of critical factors for success and hurdles to success of housing companies

• 2. Various parts of the tenancy process quantified step by step

• 3. The support of IT today – quantifying performance

© Prof. Dr.- Ing. Ulrich Bogenstätter 719.04.23

© Prof. Dr.- Ing. Ulrich Bogenstätter 819.04.23

1. Research of critical factors for success and hurdles to success of housing companies

[LO

HS

E,

M.

20

08]

Lo

hse

, M

oritz

; P

fnü

r, A

nd

rea

s: E

WO

WI

zwan

zig

zeh

n:

Erf

olg

spo

ten

zia

le d

er

Wo

hnu

ng

swir

tsch

aft

2

010

: A

rbe

itsp

apie

re z

ur

Imm

obi

lien

wir

tsch

aftl

ich

en

Fo

rsch

un

g u

nd

Pra

xis,

Ba

nd

Nr.

12

, 20

08

, p.

46

© Prof. Dr.- Ing. Ulrich Bogenstätter 919.04.23

2. Tenancy process

Process Description

• First contact• Follow-ups

© Prof. Dr.- Ing. Ulrich Bogenstätter 1019/04/23

First contact

1. Analysis of tenant satisfaction

2. Tenant terminates

3. Inspection of defects of apartment / building

4. Release for on-sight inspections

5. Selection / marketing of apartments

6. Recording customer enquiries

7. Offering apartments

8. Tenant instructs craftsman

9. Acceptance, record of inventory

10. Calculation of deposit, payoff

11. Viewing of apartments, reservation, follow-ups

12. Termination of marketing

13. Signing of contract

14. Landlord instructs craftsman

15. Acceptance, record of inventory

16. Hand-over to tenant, recording of inventory

17. Tenant instructs craftsman

© Prof. Dr.- Ing. Ulrich Bogenstätter 1119/04/23

Follow ups

18. Complaint and request management

19. Occupant information

20. (Pre-)billing of outstanding management

21. Procurement system

© Prof. Dr.- Ing. Ulrich Bogenstätter 1219/04/23

© Prof. Dr.- Ing. Ulrich Bogenstätter 1319.04.23

Operation tasks

© Prof. Dr.- Ing. Ulrich Bogenstätter 1419.04.23

From operation tasks to targets

© Prof. Dr.- Ing. Ulrich Bogenstätter 1519.04.23

From targets to strategy

The most important key performance indicators of

tenancy are …

duration of vacancy, duration of customer dialogue, duration from first contact to on-sight viewing, duration of modernisation, working days (starts at move out), (…)

© Prof. Dr.- Ing. Ulrich Bogenstätter 1619/04/23

Time is money – the customer‘s and the company‘s

© Prof. Dr.- Ing. Ulrich Bogenstätter 1719.04.23

3. IT support today – quantifying performance

• Operation• Communication• Collaboration• Documentation (Docs)• Analysis

© Prof. Dr.- Ing. Ulrich Bogenstätter 1819/04/23

IT-Solutions

• Operation• Potential customer management

• Appointment management, Time scheduling

• ERP (commercial)

• ERP (technical)

• Customer relation management

• Apartment / building file server

• Customer's key management

• Communication• Apartment Markets (Online)

• Mail services (sales particulars)

• Customer Internet portal

• Switch board (ACD / CTI)

• Mobile service / computing

• Collaboration• Documentation (Docs)• Analysis

© Prof. Dr.- Ing. Ulrich Bogenstätter 1919/04/23

IT-Solutions

• Operation• Communication• Collaboration

• Portal (company - customer)

• Craftsman / company Service (mareon)

• Invoice service

• External information provider

• Automatic approval of credit standing

• E-credit control procedures (EGVP)

• Documentation (Docs)• Document management, filing-room

• Picture / video file server

• Analysis• Appointment / file revision

• Reports

© Prof. Dr.- Ing. Ulrich Bogenstätter 2019/04/23

© Prof. Dr.- Ing. Ulrich Bogenstätter 2119.04.23

From strategy to IT-Solutions

© Prof. Dr.- Ing. Ulrich Bogenstätter 2219.04.23

From IT-Solutions to operation tasks

© Prof. Dr.- Ing. Ulrich Bogenstätter 2319.04.23

Quantifying success

© Prof. Dr.- Ing. Ulrich Bogenstätter 2419.04.23

During tenancy

• Complaints / request management• Information of occupants• (Pre) billing of outstanding management• Procurement management

© Prof. Dr.- Ing. Ulrich Bogenstätter 2519/04/23

© Prof. Dr.- Ing. Ulrich Bogenstätter 2619.04.23

© Prof. Dr.- Ing. Ulrich Bogenstätter ID31279/ 2719.04.23

Example: procurement management between housing company /craftsman (10.000 App.)

© Prof. Dr.- Ing. Ulrich Bogenstätter 2819/04/23

Procurement without IT-connection

… with IT-connection

Bog

en

stät

ter,

Ulr

ich

: P

rop

erty

Ma

na

gem

ent

un

d F

aci

lity

Ma

nag

em

en

t; M

ün

che

n:

Old

en

bou

rg W

isse

nsc

ha

ftsv

erl

ag

2

008

S.

305

IT-tune up downsizes vacancy, reduces general management 

expenses and enhances customer satisfaction

© Prof. Dr.- Ing. Ulrich Bogenstätter 2919.04.23

There are various key indicators and many ways to reduce

management fees

© Prof. Dr.- Ing. Ulrich Bogenstätter 3019.04.23