The Challenge
Lack of complaint monitoring. Prior to signing up with Brahmastra Labs, Lee Abbey London had an unstructured process of managing their operations, particularly complaints. Complaints were reported to different managers and there was no platform to record complaint data.
Branded tenant experience. Being a customer focussed organization, Lee Abbey wanted a mobile app which their tenants can use as their primary touch point with all services offered by their organization.
Our Approach
Ticketing system for complaint management. The Brahmastra Labs ticketing system enabled the students to send complaints via a click on their phones. This would get incorporated onto Lee Abbey London's system, and the necessary point of contact would get assigned to fix the problem.
Custom branded mobile app. Brahmastra Labs launched a custom branded app for Lee Abbey London, which can be used by their tenants for paying rent, booking common amenities, raising maintenance requests, chatting with their neighbours and much more.
The Results
95% of customer complaints are now addressed within 6 hours, 75% of Lee Abbey tenants have downloaded the app, and 55% of tenants are active users of it.
The app talks to the backend dashboard the Lee Abbey London team uses to manage the system, so operations and the tenant journey have been centralised together.
