a. BUSINESS WORKFLOW
b. OWNER REPORTS DEFECT VIA APP
| i. | Owner can lodge defect report via App, Web Portal or Self-Help Kiosk at management office. |
| ii. | Owner can submit a maximum of 10 cases per submission/ticket. Once the ticket has been submitted, an auto-mailer will be sent to owner via email and App. |
| iii. | Ticket ID will be generated automatically for every submission. On top of that, case ID will be generated for each case submitted under one ticket. |
c. CRM & DEFECT TEAM MONITOR ALL REPORTED DEFECT CASES
| i. | CRM and Defect Team can monitor all the cases reported on this page. |
| ii. | This page categorizes defect reports into 4 categories: Pending Less Than 10 Days, Pending From 11 To 20 Days, Pending From 21 Days to 30 Days and Pending More Than 30 Days. |
| iii. | System will automatically send a daily report to CRM and Defect Team regarding all the pending cases. |
| iv. | System will also notify Superior via email and Mobile App Notification about tickets that are pending from 21 days to 30 days as well as tickets that are pending for more than 30 days. |
| v. | From this listing page, CRM and Defect Team can search by Unit No. And Ticket ID. Next, search result can also be exported into PDF and Excel format. |
d. CRM TEAM REPLIES TO OWNER'S DEFECT REPORT SUBMISSION
| i. | Once a unit owner has submitted a defect report, the system will automatically send an auto-mailer to the owner. |
| ii. | CRM Team can send a message to the owner in the "Progress Update" section. |
| iii. | Likewise, the respective unit owner can also send in inquiries regarding the defect report status under "Progress Update" section. |
| iv. | "Admin's Remark" is where CRM and Defect Team can communicate with each other as well as leaving remarks for everyone's reference. Messages posted under "Admin's Remark" will not be published to the residents. |
| v. | CRM and Defect Team can export the details of the ticket into PDF and Excel format. |
| e. | DEFECT TEAM ASSIGNS CONTRACTOR FOR DEFECT CASES |
| i. | Defect Team can share individual ticket appointed contractor via email. |
| ii. | Contractor will then be able to view details and all cases reported under that particular ticket. |
| iii. | Contractor would be able to mark individual cases (maximum 10 cases in one ticket) as resolved and schedule for a Joint Inspection with the owner. |
| iv. | System would capture and save the activity log of whom and when a case has been resolved. |
| v. | Once all cases have already been marked as resolved, Defect Team will be able to Close Ticket. |
| f. | CONTRACTOR / DEFECT TEAM CLOSES TICKET AFTER JOINT INSPECTION |
| i. | If a contractor is having Joint Inspection with the unit owner and confirmed defect resolved, then the unit owner will have to close the ticket by himself via App on his smartphone. This is because contractor does not have access to login into App and closes the ticket |
| ii. | If Defect Team is having Joint Inspection with the unit owner, then the Defect Team can close the ticket after the unit owner has place his/her signature and IC No. via App or PC web browser. Alternatively, the unit owner can also close the ticket by himself/herself via App on his/her smartphone. |
g. REPORTING
Ticket Monitoring Report
Statistical Report
Ticket Listing
Assigned Ticket by Case
