Transforming Home Service Requests to Improve Resident Experience
To uphold a name like “Progress” in the realm of property management, continuous improvement is paramount. That’s why we’ve embarked on a journey to redefine how we handle maintenance requests, ultimately aiming to enhance your living experience in a meaningful way.
We recognize that home maintenance issues can be a significant source of stress. That’s why we’ve invested in new technology and streamlined how we handle service requests to provide greater transparency and efficiency throughout the service and maintenance process.
We are excited to share how our investment in technology is transforming our service delivery for you.
What’s Changed
Our new technology makes service requests much easier and more convenient. Some of the improvements you will notice:
- Reduced scheduling and completion time and less back-and-forth
- Enhanced communication between you and your technician via text and/or email
- Specific arrival times and the ability to track a technician’s location
- The ability to share photos and input with your service technician
Empowering You with Real-Time Information
Now, when you submit a service request, you’ll have access to real-time updates on the status of your request, including the identity of the technician assigned to your home and their estimated time of arrival. Your time matters; this newfound transparency through technology ensures that you have full details of your service request at your fingertips, allowing you to plan your day with confidence and avoid any unnecessary waiting around.
“We really wanted to unlock better communication between Progress and the resident about where the service requests are, what the status is, who’s going to be showing up to their home and when they’re going to be there. That was a big focus on as we designed the new process” says Jose Maestas, Senior Director of Product Enterprise at Progress.
“With this new system, residents can respond directly to the email or to the text that they receive, and it goes to the service team in that market. They can quickly see everything coming in and address any cancellations or reschedules via text and get something within minutes” he adds.
Open Communication Channels
Our commitment to improving your experience goes beyond scheduling and logistical transparency. We recognize that clear communication is key to a positive experience, which is why we’ve also implemented direct lines of communication between you and your assigned technician.
Whether you have questions, concerns, or simply want to stay informed about the progress of your request, you’ll now have the ability to engage directly with the professionals who will be resolving your maintenance issues. By speaking directly to them, you’re empowered to ask questions and stay informed.
“When you think of who interacts with the residents the most, one-on-one and face-to-face, it’s a service technician. So to make that service experience a pleasurable one – that’s really our goal”, Jose shares.
Expert Care Delivered Efficiently
Our focus on efficiency also extends to the selection of service providers. We balance using our own employed service technicians as well as vetted, third-party vendor partners to ensure we have the right people who specialize in the work needed as quickly as possible. Every job is handled by qualified professionals, minimizing the need for repeat visits and ensuring timely resolution of issues.
Progressing Together: A Commitment to Continuous Improvement
At the heart of our efforts lies one simple goal: to make your life easier. By harnessing the power of technology, fostering transparent communication and engaging top-tier service providers, we’re transforming the way home service is delivered. Jose Maestas puts it perfectly – “This is only the beginning”.
We believe your home should be a haven, and you should feel confident knowing your service needs will be addressed promptly and professionally.
Our journey to redefine service delivery is a continuous one, and we’re always exploring new ways to elevate your leasing and living experience. With this new-and-improved service transformation, the next time you encounter a maintenance issue, rest assured that Progress Residential® is working hard to provide you with a seamless, stress-free experience, every step of the way.
This wouldn’t have happened without a collaboration cross-functionally between Product, Technology and Operations teams, so I’m very proud of all the teams that came together to build this product”.
Harish Ramalingam, Progress Residential’s Executive Vice President & Chief Operating Officer.
