STRABAG Real Estate
Short paths for handling defects
Complaint app mydocma Li & defect management mydocma MM
Rösslergasse 13, Vienna’s Liesing district, July 2021: The ‘Facettenreich’ residential complex is ready for occupancy – three buildings, 143 flats in total. The starting signal for our living app mydocma Li: a mobile solution for reporting complaints in the living area, easily accessed via QR code scan. In combination with our defects management system mydocma MM, it ensures efficient processing of complaints during the warranty phase. All parties involved benefit from the smooth workflow – residents, client STRABAG Real Estate and general contractor STRABAG. In the following interviews, representatives of the client and residents provide information on the benefits they derive from the streamlined, digitalised defect management process.
Fully digitalised process chain between resident, client & general contractor
Top customer service after handing over the keys
The Li Living app makes it easy for residents (owners and tenants) to report defects. All they have to do is pull out their mobile phone, scan the QR code on the meter cupboard or in the handover folder to open and identify the residential unit, enter the complaint in the input mask – and the defect handling process is triggered. With maximum transparency for residents. This is because they are always kept up to date via automatically generated e-mail notifications, e.g. entry confirmation, feedback on complaints or selected processing steps, etc.
Client STRABAG Real Estate – the first & last processing instance
The defect recorded by the resident’s mobile device is sent directly to STRABAG Real Estate at the touch of a button. The location is automatically included in the digital report by scanning the QR code, i.e. the complaint is assigned to the correct flat in the MM system and the contact details of the reporting persons are stored. If there are valid reasons for a rejection, the client STRABAG Real Estate informs the residents. If STRABAG Real Estate accepts the complaint as a warranty case, STRABAG, as the general contractor, receives a notification of defects in order to initiate claims settlement with the responsible subcontractor. Once this has been completed, the client STRABAG Real Estate acts as the final decision-making authority – sending the resident a completion notification or contacting the general contractor STRABAG if there is still a need for clarification regarding the rectification of the defect.
General contractor STRABAG – Defect management with mydocma MM
After the general contractor STRABAG has been informed by the client STRABAG Real Estate via a defect report, there are two possible scenarios: It accepts the notification of defects and uses the mydocma MM defect management system to initiate the steps required to rectify the damage with the responsible subcontractor – from the complaint notification to the release notification. Or the general contractor informs the client of the reason for the rejection in the event of objections. If STRABAG Real Estate accepts the objection, the resident is informed accordingly. If it rejects the objection, the case requires further clarification.
Interview with client STRABAG Real Estate
edr software: How did you work in this area before using the mydocma Li living app?
STRABAG Real Estate: In the past, we have mostly corresponded with residents by email. We entered reported complaints in mydocma MM or fed them into the application via the ‘Excel list’ diversions.
edr software: What prompted your company to introduce a mobile solution for reporting complaints in the residential sector?
STRABAG Real Estate: Transferring damage reports from emails and telephone logs to the MM system or via an intermediate Excel file did not seem particularly efficient to us. We saw potential for optimisation in the standardisation and digitalisation of the claims recording process. We had also set ourselves the goal of providing our customers with an even better service. As smartphones and tablets are among the most widely used devices these days, the use of an app was an obvious choice.
edr software: What were your key requirements for the new application and does mydocma Li fulfil them?
STRABAG Real Estate: We expect a complaint app to be cross-platform compatible and easy for users to use. Two points that mydocma Li fully fulfils thanks to the link to the defect management system and the self-explanatory user guidance. In our opinion, the simple access to the reporting mask via QR code scan is also well designed. A procedure that many people are already familiar with from everyday life.
edr software: How was the introduction to the ‘Wohnquartier Rösslergasse 13’ project organised? Did you feel well looked after?
STRABAG Real Estate: The configuration of the mydocma Li app with the corresponding connection to the mydocma MM system was completed in a relatively short time. There were already fixed dates for the flat handovers. Consequently, the start date for the app use was also fixed and had to be adhered to. Everything worked very well during the implementation phase. The support was excellent. We received detailed operating instructions for the app application. And the entire digital process sequence was clearly illustrated to us using a flowchart.
edr software: In your opinion, what are the biggest advantages of the mydocma Li app in combination with our defect management system?
STRABAG Real Estate: The new procedure minimises the time required considerably – both for us and for the general contractor STRABAG. As the complaints are already included in the MM module due to the mobile recording by the residents, manual entry is no longer necessary. This reduces errors, nothing is lost or overlooked. The mandatory fields also ensure that defects are recorded in full. Thanks to the mydocma Li app, we can now offer top customer service: on the one hand, residents benefit from the simple reporting option and, on the other, from seamless communication via status notifications. As these are generated automatically for new processes, we save ourselves a lot of e-mail traffic. Because the systems are linked to each other, it is guaranteed that all involved parties can always see the current processing status.
edr software: How do you feel about the ease of use of the mydocma Li app and mydocma MM?
STRABAG Real Estate: Good! Both modules are characterised by a high level of user-friendliness. This is also reflected in the high level of acceptance on the customer side: they accepted the intuitive app immediately – almost all residents of Rösslergasse 13 make use of it
edr software: Does our complaint app fulfil all your expectations?
STRABAG Real Estate: Yes! Especially since the latest optimisation: residents now have access to an overview of their reported complaints, which further increases transparency. In addition to the email notifications, this is a valuable source of information to provide customers with a quick overview.
edr software: How would you rate the service provided by edr software?
STRABAG Real Estate: The support is fast and competent! Problems have always been reliably solved within a very short time.
Interview with Li app user (resident)
edr software: How were you introduced to the mydocma Li app?
User:: The introduction was such that I was instructed to scan the QR code on the meter cupboard or in the document folder when the flat was handed over. This was completely sufficient, as no training was required due to the user-friendly interface.
edr software: What are your key requirements for a complaint app?
User:: For me as a resident, it is important that I can communicate defects quickly and unbureaucratically to the responsible organisation. Using the app should be self-explanatory and not require much instruction. Pictures often say more than words, which is why I believe that photographic documentation is a fundamental part of mobile recording.
edr software: Does our Living App fulfil your expectations?
User:: As a resident, I want to be able to report defects with minimal effort – clearly and with all the information required for the processing procedure. And I expect a quick response to my notification. The Living app can do all of this.
edr software: What are the biggest advantages of the solution for you as a resident?
User:: From my point of view, the uncomplicated reporting of defects using a smartphone or tablet, i.e. devices that you usually have quickly to hand, is a great benefit. Thanks to the app, this is now possible at any time – regardless of office hours and days of the week. I really appreciate the fact that the system informs me about the processing steps and that I can get an overview of my reported defects at any time via the history.
edr software: How user-friendly do you find the mydocma Li app?
Anwenderin: The Living app is intuitive to use throughout.
edr software: How would you rate the service/support of edr software?
User:: The app runs smoothly, so I haven’t had to call on edr software support yet.
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