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Property development Step plan

After-sales service in property development: every buyer report on their plot

After the handover, the after-sales service begins: a door that sticks, a crack in the screed, a question about the heat pump. In Lean the buyer reports it in their own buyer portal, with photos. At your end the report becomes a task on their plot, with the full conversation as history.

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Why after-sales service needs so much information

A project with forty dwellings produces dozens of questions and remarks after the handover. They come in by phone, by e-mail or in a conversation on site, to the project manager, the salesperson or the contractor. Whoever later wants to know what happened to a remark first has to go and ask.

To handle a report, you need information from all the previous phases: which kitchen the buyer chose, which fitter did the bathroom, which appliance is installed and how it works. If that information is scattered, every report starts with searching.

With IRP in Lean ERP that information stays with the dwelling, from the subdivision to the handover. After-sales service is the last phase of the step plan, on the same plot. You can model your own processes in IRP.

Step plan: after-sales service

An example of the information that belongs to this phase. It is attached to the plot, the dwelling of one buyer, together with everything from the previous phases.

  1. Appliance manualsAfter the handover, the buyer needs to know how the appliances in their dwelling work and how to maintain them. This group includes the manuals of the appliances of the dwelling. Which ones depends on the dwelling and on the buyer's choices, for example the heating, the ventilation or the kitchen appliances.
  2. Reports after the handoverWhat the buyer reports after the handover belongs to the same dwelling. Whoever handles the report therefore sees the choices, drawings and documents of that plot straight away.

From the buyer's report to a task on the plot

What happens when a buyer reports something after the handover?

  1. 1
    The buyer reportsIn their buyer portal they make a report, with a description and photos.
  2. 2
    Your team reviewsThe report comes in to your team and becomes a task on the right plot.
  3. 3
    The buyer follows upThey see the status of their report: received, in progress, scheduled, resolved.
  4. 4
    The conversation is keptEvery question and every answer is kept as history with the task. What was promised to a buyer, you find with their dwelling.
**Real screen from the demo environment**, with fictitious data. A buyer's report as a task on their plot. Click to enlarge.
Real screen from the demo environment, with fictitious data. A buyer's report as a task on their plot. Click to enlarge.

The buyer sees their reports and documents in their buyer portal

In their own buyer portal the buyer sees their documents and their reports, each with its status. If they no longer have to phone to hear whether their report has been seen, your project manager's phone stays free for other work.

Your team sees all reports per dwelling, in one place, with the history of every conversation. A report that is overdue appears among the points of attention of the block. You decide which documents the buyer sees, such as the manuals; this is set up with you at the start.

**Real screen from the demo environment**, with fictitious data. A buyer's portal, with their documents and reports and their status. Click to enlarge.
Real screen from the demo environment, with fictitious data. A buyer's portal, with their documents and reports and their status. Click to enlarge.
**Real screen from the demo environment**, with fictitious data. The reports per dwelling, with the history of the conversation. Click to enlarge.
Real screen from the demo environment, with fictitious data. The reports per dwelling, with the history of the conversation. Click to enlarge.

Frequently asked questions about after-sales service

How does a buyer report a problem after the handover?

In their own buyer portal they make a report, with a description and photos. They then see the status: received, in progress, scheduled or resolved.

What happens to a report at the office?

The report comes in to your team and becomes a task on the buyer's plot, with the conversation as history. A report that is overdue appears among the points of attention of the block.

Can the buyer find the manuals of their appliances?

In their buyer portal the buyer sees the documents you make visible to them. Which documents those are is set up with you at the start.

The complete step plan for property development

After-sales service is the last phase. Look at the other phases too, from preliminary study to sales.

Property development step plan ›Sales ›Portals ›Maintenance and service ›Software for property development ›
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