Doma.ai

Web, Android, iOS

We made the project in several iterations and supported it for two years. In December 2020, Sberbank acquired Doma.ai and decided to integrate the platform into its ecosystem in order to further develop IT solutions for the housing and utility market.

Client

Liga ZhKH - a franchise company for the management of residential buildings. The company now manages 40 houses in several cities in Russia and continues to expand, a feature of the company - in a modern approach to building management and interaction with residents. Liga gives priority to management transparency and human communication between employees and residents.

Objective

Liga was needed to establish new channels of communication with tenants, to automate internal business processes, to get modern tools for working with applications and reporting, to control the meters installed in the houses. Taking into account the specifics of the business approach of the company, it was decided to develop a platform that would help to solve all these problems within a single digital environment.

What we did

  1. CRM-system

To organize the work of employees with requests, we have developed a CRM-system, which combines monitoring of the condition of houses, processing of requests from residents, and also allows to distribute tasks among employees and monitor their implementation.

Building relationships with residents

The capital of the management company is long-term relations with residents. CRM keeps a history of interactions. A personal office and a mobile chat application make communication with the management company simple and straightforward. Owners' meetings can be held online, saving employees time instead of rounding up residents with voting lists.

Quality Control

It is easier to work with satisfied residents. Assessment of the residents' mood (NPS) allows to understand in time what went wrong, and eliminate problems before residents think about changing the management company. Checklists to monitor compliance with management company standards can help ensure that you are creating a service of expected high quality.

  1. Mobile application for employees

The mobile application, fully integrated with the CRM system, helps to quickly distribute tasks in real time and report on the work done. An employee can do the work on request in building territory even without an Internet connection and not waste time on reporting from a desktop computer, but simply fill in all the information on request in the application.

  1. Resident's Personal Cabinet app and web-page

Residential building management involves a large number of requests from residents on issues ranging from a leaky crane to the condition of the building territory. Time and quality of response to these requests is one of the main indicators of the management company's efficiency.

We have developed a mobile and web-based version of the personal cabinet, with the help of which residents can communicate in real time with employees of the management company.

This app and web-page allows:

  • chat with the management team
  • conduct online tenant meetings, voting and house surveys
  • view and pay utility bills
  • meter reading
  • live view of the house's account status

In the process of system creation it was decided to scale and customize it for use by external organizations. It meant additional improvement of architecture and already ready components for use  not only within one company, but also to connect users from other managing companies which have got access to system.

Проект был полностью реализован нами в несколько итераций и поддерживался в течение двух лет. В декабре 2020 Сбербанк приобрел Doma.ai и принял решение об интеграции платформы в свою экосистему с целью дальнейшего развития IT-решений для рынка ЖКХ.

Заказчик

Лига ЖКХ - франшизная компания по управлению жилой недвижимостью многоквартирных домов. Сейчас в управлении 40 домов в нескольких городах России и продолжает расширяться.

Особенность компании - в современном подходе к управлению домами и взаимодействию с жителями. Лига ЖКХ отдает приоритет прозрачности управления и человеческому общению между сотрудниками и жителями.

Задача

Лиге ЖКХ требовалось наладить новые каналы общения с жильцами, автоматизировать внутренние бизнес-процессы, получить современные инструменты для работы с заявками и отчетностью, контроля установленных в домах приборов учета.

Учитывая специфику бизнес-подхода компании, было решено разработать платформу, которая помогла бы решать все эти задачи в рамках единой цифровой среды.

Что мы сделали

  1. CRM-система для сотрудников

Для организации работы сотрудников с заявками мы разработали CRM-систему, которая объединяет в себе мониторинг состояния домов, обработку заявок жителей, а также позволяет распределять задачи между сотрудниками и отслеживать их выполнение.

Создание отношений с жителями

Капитал управляющей компании - долгосрочные отношения с жителями. CRM хранит историю взаимодействий. Личный кабинет и чат в мобильном приложении делают общение с управляющей компанией простым и понятным. Общие собрания собственников можно проводить онлайн, экономя время сотрудников на обходы жителей с листами голосования.

Контроль качества

С довольными жителями легче работать. Оценка настроения жителей (NPS) позволяет вовремя понять, что пошло не так, и устранить замечания до того, как жители задумаются о смене управляющей компании. Чек-листы для контроля соблюдения стандартов управляющей компании помогут быть уверенными, что вы создаете услугу ожидаемо-высокого качества.

  1. Мобильное приложение для сотрудников

Мобильное приложение, полностью интегрированное с CRM-системой, помогает быстро распределять задачи в режиме реального времени и отчитываться о проделанной работе. Сотрудник может заниматься работой по заявке на территории дома даже без подключения к интернету и не тратить время на оформления отчетности на стационарном компьютере, а просто заполнить всю информацию по заявке в приложении. 

  1. Личный кабинет жителя

Управление жилыми домами подразумевает большое количество заявок от жителей по самым разным вопросам - от протекающего крана до состояния придомовой территории. Время и качество реагирования на эти обращения - одни из главных показателей эффективности управляющей компании.

Мы разработали мобильную и веб-версии личного кабинета, с помощью которого жители могут в реальном времени общаться с сотрудниками управляющей компании. 

Кабинет позволяет:

  • общаться в чате с сотрудниками УК
  • проводить онлайн собрания жильцов, голосования и опросы по вопросам дома
  • просматривать и оплачивать квитанции за коммунальные услуги
  • сдавать показания приборов учета
  • видеть информацию по состоянию счета дома в реальном времени

В процессе создания системы было принято решение о ее масштабировании и кастомизации для использования внешними организациями. Это значило, что нужна доработка архитектуры и уже готовых компонентов для использования ее не только в пределах одной компании, но и подключать пользователей из других управляющих компаний, которые приобрели доступ к системе.


Results

Liga has received convenient tools for internal business processes and for communication with residents, which has improved many performance indicators in the company:

  • The number of lost applications from residents has been reduced by 4 times - all applications are now received and stored electronically.
  • The database with residents' contacts was updated in a month.
  • The time of execution of requests was reduced by three times.
  • Reporting by employees on completed tasks was simplified and communication between residents and the management company was simplified.
  • Monitoring of house finances became available online to any resident.

In the process of working on the project it was necessary to have a deep understanding of the business processes of both the Liga and the housing and utilities sector in general.

Результат

Лига ЖКХ получила удобные инструменты для внутренних бизнес-процессов и для общения с жителями, что позволило улучшить многие показатели в работе компании:

  • Количество потерявшихся заявок от жителей сократилось в 4 раза - все обращения теперь поступают и хранятся в электронном виде.
  • База с контактами жителей актуализировалась за месяц.
  • Время исполнения заявок сократилось в три раза. Упростилась отчетность сотрудников по выполненным задачам, упростилось общение между жителями и УК.
  • Мониторинг финансов дома стал доступен онлайн любому жителю.

В процессе работы над проектом потребовалось глубокое понимание бизнес-процессов как Лиги, так и сферы ЖКХ в целом.

Связаться с нами

Doma.ai

Web, Android, iOS

We made the project in several iterations and supported it for two years. In December 2020, Sberbank acquired Doma.ai and decided to integrate the platform into its ecosystem in order to further develop IT solutions for the housing and utility market.

Client

Liga ZhKH - a franchise company for the management of residential buildings. The company now manages 40 houses in several cities in Russia and continues to expand, a feature of the company - in a modern approach to building management and interaction with residents. Liga gives priority to management transparency and human communication between employees and residents.

Objective

Liga was needed to establish new channels of communication with tenants, to automate internal business processes, to get modern tools for working with applications and reporting, to control the meters installed in the houses. Taking into account the specifics of the business approach of the company, it was decided to develop a platform that would help to solve all these problems within a single digital environment.

What we did

  1. CRM-system

To organize the work of employees with requests, we have developed a CRM-system, which combines monitoring of the condition of houses, processing of requests from residents, and also allows to distribute tasks among employees and monitor their implementation.

Building relationships with residents

The capital of the management company is long-term relations with residents. CRM keeps a history of interactions. A personal office and a mobile chat application make communication with the management company simple and straightforward. Owners' meetings can be held online, saving employees time instead of rounding up residents with voting lists.

Quality Control

It is easier to work with satisfied residents. Assessment of the residents' mood (NPS) allows to understand in time what went wrong, and eliminate problems before residents think about changing the management company. Checklists to monitor compliance with management company standards can help ensure that you are creating a service of expected high quality.

  1. Mobile application for employees

The mobile application, fully integrated with the CRM system, helps to quickly distribute tasks in real time and report on the work done. An employee can do the work on request in building territory even without an Internet connection and not waste time on reporting from a desktop computer, but simply fill in all the information on request in the application.

  1. Resident's Personal Cabinet app and web-page

Residential building management involves a large number of requests from residents on issues ranging from a leaky crane to the condition of the building territory. Time and quality of response to these requests is one of the main indicators of the management company's efficiency.

We have developed a mobile and web-based version of the personal cabinet, with the help of which residents can communicate in real time with employees of the management company.

This app and web-page allows:

  • chat with the management team
  • conduct online tenant meetings, voting and house surveys
  • view and pay utility bills
  • meter reading
  • live view of the house's account status

In the process of system creation it was decided to scale and customize it for use by external organizations. It meant additional improvement of architecture and already ready components for use  not only within one company, but also to connect users from other managing companies which have got access to system.

Results

Liga has received convenient tools for internal business processes and for communication with residents, which has improved many performance indicators in the company:

  • The number of lost applications from residents has been reduced by 4 times - all applications are now received and stored electronically.
  • The database with residents' contacts was updated in a month.
  • The time of execution of requests was reduced by three times.
  • Reporting by employees on completed tasks was simplified and communication between residents and the management company was simplified.
  • Monitoring of house finances became available online to any resident.

In the process of working on the project it was necessary to have a deep understanding of the business processes of both the Liga and the housing and utilities sector in general.

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