Case Study

DFH Increases Efficiency Through End-to-End Digital Case Management

Challenges

More than 3,000 construction projects annually with emotional customer care
Paper-based orders to installers on construction sites inefficient
Transparently manage defect resolution across multiple departments

Results

Fully digitalized defect resolution with app for installers
Faster defect resolution with direct communication via app
Simplified reporting supports quality improvements and supplier optimization

Company

Deutsche Fertighaus GmbH (DFH) offers their customers an “all-round carefree package” for building their own home. To make sure that all service processes run seamlessly, DFH deploys a Serviceware solution for Customer Service Management (CSM).

Challenge

When future homeowners want to make their dreamhouse a reality, DFH’s consultants accompany them along the journey as personal support. They take care of all of their clients’ demands, be it adjustments in planning or technical flaws in the finished building. Satisfying all of these needs is an immense challenge, especially since building a home can be a rather emotional undertaking for clients. By deploying a Serviceware Customer Service Management solution, DFH created an effective digital support system.

A typical process in DFH‘s customer service is handling notifications of defects. Even with perfect planning you can never completely avoid mistakes.

Solution

Customer service app to make the final stretch towards construction

Thanks to Serviceware, DFH was able to digitalize the entire process of resolving queries. Tedious paperwork to assign mechanics to various construction sites are a thing of the past. “The direct communication via app allows for faster resolution times and immediate documentation for the customer if needed,” Weber explains. “This goes towards helping customers settling leftover payments fast and easy.”

Service reporting as a source of quality improvements

There is another benefit to the consistent documentation of defect notices. When registering queries in the Serviceware system, DFH employees can classify the affected parts of the building. Analyzing this information continuously optimizes the catalog of standard parts and solutions required and allows for improvements to the network of vendors.

Consistent case management as a success factor

In the realm of construction, satisfying customer needs is a group effort. The team of customer consultants using the Serviceware system acts as the central interface to communicate queries between customers and numerous departments within the company. From house planning over construction to installation: over the time, DFH has involved more and more departments in using the service management solution. Weber explains, that DFH will stay on this course: “Automated processes and transparent information spare the consultants a lot of hassle. We are already planning to include subcontractors into the system.”

“With Serviceware, we implemented an organization-wide platform for all customers queries. The system facilitates fast, informative responses, consistent documentation, and efficient routing of tickets for the entire enterprise.”

Alexander Weber

Project Head Customer Service at DFH

Results

For the end customer: Increased customer service recommendation rate thanks to and improved customer experience
For the customer service: Boosts to efficiency for consultants and on-site technicians due to optimized case management
For management: Significant quality increase thanks to simplified reporting of customer queries, especially when evaluating defect notifications