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Real Estate Customer Servicing GAP Analysis

Rahul Gaur
Rahul Gaur

Customer is King: The analysis was done on customer grievances data which we had collected over the period of one year. The study was helpful in bridging the GAP between current processes & optimum processes in customer servicing which results into better customer satisfaction.

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Customer Relationship Management
Registration of cases in CRM Excel sheet with Sharing in system with Ms. Princy/ Mr. Rahul Verification and Investigation of Grievance Solution/Approval in consultation with Senior Authorities Grievance Letter Received in Office Intimation to Customer Coordination & Follow-up with concerned person Quick solution on petty issues CRM Methodology
Standardisation 2-15 Interest Cases 7-20 Villa Deficiency 5-6 Sale Deed 15-20 Transfer of Amount 40-50 Refund 5-15 Area Difference 4-5 Time for Payment 10-15 ERP 1-7 Operational Current Achieved Time (In Days) Cases
CRM Total Summary **Data Recorded From April 2008 21 28 163 212 2 1 46 49 Villa Deficiency 0 3 8 11 Interest Cases 0 1 7 8 Sale deed 1 4 1 6 Transfer Amount 1 11 10 22 Refund 10 3 6 19 Area Difference 0 0 11 11 Time for Payment 1 2 46 49 ERP Issues 6 3 28 37 Operational In Process Pending Resolved TOTAL Description Of Cases CRM Total Summary
Operational CRM Cases 2 0 0 2 PLC Issues 1 1 1 3 Finance Not Available 6 3 28 37 Total Of All 3 1 1 5 Re-allotment of Unit 0 0 5 5 Agreement not Received 0 1 4 5 FCN Related 0 0 5 5 Receipt Not received 0 0 5 5 Change of Address 0 0 4 4 Transfer Cases 0 0 3 3 Misplacement of Cheque or DD Operational In Process Pending Resolved TOTAL Description Of Cases CRM Total Summary
CRM Summary Operational Cases, Villa deficiency & ERP issues have registered prominently.
CRM Summary
Efficiency 77% of cases registered in last one year are already resolved, where as 23% cases are still pending. On an Average 19 Days have taken in resolving one case. ** CRM Delhi Sheet
Descriptive Summary
Project Wise Total Grievances Maximum 15% Grievances were registered in Anand Lok Ext. mainly due to ERP Issues. 12% customer grievances were registered in Sushant City-II & maximum number of refund cases were also registered in the same project. 12% customer grievances recorded in Happy Home & maximum number of amount transfer to other project cases were registered in this project. 8% cases registered in Palm Grove Villa mainly due Villa deficiency.
Project wise Grievances It has been observed if we combine both Villa Deficiency & Area Difference analysis, we will find that significant number of cases registered for Palm Grove Villas. In Case of J & F Block 15% of customer were have excess or shorter area grievances. Maximum number Villa Deficiency 36% & 30% cases were registered for Spanish & Happy Home Villas. where as 19% villa deficiency cases registered for Palm Grove Villas.
Project wise Grievances In Sushant City-II maximum 31% of refund cases were registered, where as in amount transfer cases to another projects 17% cases also belongs to this project. 22% registered refund cases are from Dream Home. In Amount Transfer to another project cases 49% customer are from Happy Home, where as in case of refund cases 13% belongs to Happy Home.
Project wise Grievances In cases of Time for Payment maximum 34% cases were registered by H-Block Ext customer who demanded more time for Balance Payment. Where as in Interest waiver cases 13% customer have registered from H-Block Ext. 24% Interest wavier cases belongs to B-Block & Spanish Villa
Project wise Grievances
Employee Satisfaction Value Customer Satisfaction Customer Loyalty Profit & Growth Leveraging Corporate Performance -Results from high quality support services & polices that enable employees to serve customers well -Created by satisfied, Loyal and productive employees -Influenced by the value of Services provided to customers -Results from customer satisfaction -Stimulated primarily by customer loyalty Benefits to a Company
On an Avg. 19 Days Were taken in resolving one case Avg. Days for resolving one case should be downsized to 14 days GAP Analysis - Learning 31% of Refund & 17% of amount transfer cases were received in Sushant City-II Action Plan required for boosting customer confidence & satisfaction in this project 55% of Refund, 84% of Amount transfer cases & 68% of Area difference cases are still pending. Quick processing & better coordination with accounts & project department needed 23% & 9% of CRM cases were registered under Villa deficiency & Area difference respectively Regular quality audits & accountability required. (Joint audit by projects & marketing teams) 24% of CRM cases were ERP issues. Regular ERP training & ERP Job rotation among employees required.
Thank You :Rahul Gaur Asst. Manager (Marketing)

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Real Estate Customer Servicing GAP Analysis

  • 2. Registration of cases in CRM Excel sheet with Sharing in system with Ms. Princy/ Mr. Rahul Verification and Investigation of Grievance Solution/Approval in consultation with Senior Authorities Grievance Letter Received in Office Intimation to Customer Coordination & Follow-up with concerned person Quick solution on petty issues CRM Methodology
  • 3. Standardisation 2-15 Interest Cases 7-20 Villa Deficiency 5-6 Sale Deed 15-20 Transfer of Amount 40-50 Refund 5-15 Area Difference 4-5 Time for Payment 10-15 ERP 1-7 Operational Current Achieved Time (In Days) Cases
  • 4. CRM Total Summary **Data Recorded From April 2008 21 28 163 212 2 1 46 49 Villa Deficiency 0 3 8 11 Interest Cases 0 1 7 8 Sale deed 1 4 1 6 Transfer Amount 1 11 10 22 Refund 10 3 6 19 Area Difference 0 0 11 11 Time for Payment 1 2 46 49 ERP Issues 6 3 28 37 Operational In Process Pending Resolved TOTAL Description Of Cases CRM Total Summary
  • 5. Operational CRM Cases 2 0 0 2 PLC Issues 1 1 1 3 Finance Not Available 6 3 28 37 Total Of All 3 1 1 5 Re-allotment of Unit 0 0 5 5 Agreement not Received 0 1 4 5 FCN Related 0 0 5 5 Receipt Not received 0 0 5 5 Change of Address 0 0 4 4 Transfer Cases 0 0 3 3 Misplacement of Cheque or DD Operational In Process Pending Resolved TOTAL Description Of Cases CRM Total Summary
  • 6. CRM Summary Operational Cases, Villa deficiency & ERP issues have registered prominently.
  • 8. Efficiency 77% of cases registered in last one year are already resolved, where as 23% cases are still pending. On an Average 19 Days have taken in resolving one case. ** CRM Delhi Sheet
  • 10. Project Wise Total Grievances Maximum 15% Grievances were registered in Anand Lok Ext. mainly due to ERP Issues. 12% customer grievances were registered in Sushant City-II & maximum number of refund cases were also registered in the same project. 12% customer grievances recorded in Happy Home & maximum number of amount transfer to other project cases were registered in this project. 8% cases registered in Palm Grove Villa mainly due Villa deficiency.
  • 11. Project wise Grievances It has been observed if we combine both Villa Deficiency & Area Difference analysis, we will find that significant number of cases registered for Palm Grove Villas. In Case of J & F Block 15% of customer were have excess or shorter area grievances. Maximum number Villa Deficiency 36% & 30% cases were registered for Spanish & Happy Home Villas. where as 19% villa deficiency cases registered for Palm Grove Villas.
  • 12. Project wise Grievances In Sushant City-II maximum 31% of refund cases were registered, where as in amount transfer cases to another projects 17% cases also belongs to this project. 22% registered refund cases are from Dream Home. In Amount Transfer to another project cases 49% customer are from Happy Home, where as in case of refund cases 13% belongs to Happy Home.
  • 13. Project wise Grievances In cases of Time for Payment maximum 34% cases were registered by H-Block Ext customer who demanded more time for Balance Payment. Where as in Interest waiver cases 13% customer have registered from H-Block Ext. 24% Interest wavier cases belongs to B-Block & Spanish Villa
  • 15. Employee Satisfaction Value Customer Satisfaction Customer Loyalty Profit & Growth Leveraging Corporate Performance -Results from high quality support services & polices that enable employees to serve customers well -Created by satisfied, Loyal and productive employees -Influenced by the value of Services provided to customers -Results from customer satisfaction -Stimulated primarily by customer loyalty Benefits to a Company
  • 16. On an Avg. 19 Days Were taken in resolving one case Avg. Days for resolving one case should be downsized to 14 days GAP Analysis - Learning 31% of Refund & 17% of amount transfer cases were received in Sushant City-II Action Plan required for boosting customer confidence & satisfaction in this project 55% of Refund, 84% of Amount transfer cases & 68% of Area difference cases are still pending. Quick processing & better coordination with accounts & project department needed 23% & 9% of CRM cases were registered under Villa deficiency & Area difference respectively Regular quality audits & accountability required. (Joint audit by projects & marketing teams) 24% of CRM cases were ERP issues. Regular ERP training & ERP Job rotation among employees required.
  • 17. Thank You :Rahul Gaur Asst. Manager (Marketing)