The Challenge
Raising a ticket was inconvenient for tenants. Managing a large portfolio of over 6,000 tenants across 1200+ units, Grexter Living needed a system which allowed their on-the-move tenants to report issues and check for updates without having to log in via a desktop.
Inefficient coordination delayed redressal. The absence of a systematic ticketing platform made it hard for property managers to keep up with the updates. Moreover, they had to coordinate with technicians across different platforms for different issues, making coordination highly chaotic and inefficient. This created inevitable delays leading to tenant dissatisfaction.
Our Approach
A mobile-only tenant app ecosystem answered the first problem. Brahmastra Labs facilitated a mobile-only ecosystem for Grexter Living, with a tenant app where tenants could conveniently raise tickets, escalate, check for updates, and resolve the same. The Grexter Living team could monitor the progress using the business app. With the help of the ticketing feature, Grexter Living has created 50,250 tickets with the system till date.
A consolidated ticketing platform answered the second. The ticketing feature provided a consolidation of all incoming tickets in one place that could then be assigned to the appropriate teams and technicians with ease. The business app allows property managers and technicians to address and resolve the issues raised. This has resulted in an incredibly high ticket resolution rate of 98.7%.
The Results
Average ticket response time fell by 65%, and the consolidated platform delivered a ticket resolution rate of 98.7%. Across the portfolio, 50,250+ tickets have been created through the system to date.
