Streamlining Handover & Aftercare - Property Developer Nextensa’s Winning Workflow
Delivering a high-quality home is not just about meeting deadlines or completing a checklist; it's about creating a seamless and transparent process that keeps both developers and homeowners satisfied. At the intersection of customer experience and team efficiency lies the key to achieving this balance. By implementing clear workflows and leveraging tools like Ziggu and Letsbuild (Aproplan), developers like Nextensa have revolutionized their approach to project delivery and aftercare.
Building Transparency and Trust Through Efficient Communication
The journey to delivering a perfect home involves various stakeholders, from contractors to customer advisors and, of course, the homeowners. Each stage of the process must be meticulously coordinated to avoid misunderstandings or delays. Nextensa’s workflow demonstrates how integrating technology enhances transparency and efficiency while keeping the customer informed every step of the way.
A Step-by-Step Workflow for Seamless Delivery
- Identifying Issues During Delivery
Before homeowners receive their keys, snagging inspections are carried out using Letsbuild (Aproplan). This tool enables the building team to record issues, categorize them by status, and assign them for resolution. Internally, the construction team tracks the progress of each snag, ensuring no detail is overlooked.
For the homebuyer, the process is simple. They don’t need to wade through technical details. Instead, Ziggu updates their home’s status to “In Progress,” providing peace of mind that the issue is actively being addressed.
- Completion Notifications in Ziggu
Once a contractor resolves a snag, the status is updated in Letsbuild, and the customer advisor is automatically notified in Ziggu. This notification ensures the advisor stays informed and can take prompt action without needing to chase updates manually.
- Ensuring Homebuyer Satisfaction
With a single click in Ziggu, the customer advisor requests approval from the homeowner to confirm the solution meets their expectations. This step is critical, as it eliminates the risk of unresolved issues causing friction later. Previously, unresolved or unnoticed issues could go unreported for weeks, leading to frustration and inefficiencies when contractors had to return to address them.
By involving the homeowner in this feedback loop, Nextensa prevents miscommunication, ensuring the delivery process concludes smoothly.
- Closing the Feedback Loop
The homeowner has two options:- Accept the resolution, marking the point as completed.
- Provide feedback or request further attention if the resolution isn’t satisfactory.
This structured approach avoids unnecessary back-and-forth, empowering both the homeowner and the team with clarity and confidence.
- Addressing Post-Completion Issues
Even after the handover, homeowners might encounter hidden defects, or "verborgen gebreken." With Ziggu, homeowners can report new issues directly. These points are reviewed by the customer advisor, who determines if they should be escalated to Letsbuild for contractor action. This ensures the process remains streamlined and organized, even during the aftercare phase.
The Benefits of a Clear Workflow
This cohesive workflow doesn’t just save time; it enhances trust between the developer and the homeowner. By centralizing communication and providing real-time updates, Nextensa ensures that no detail falls through the cracks. The team can focus on resolving issues efficiently, while homeowners feel reassured knowing their concerns are being addressed.
Here’s how this process makes a difference:
- For the Team: Centralized communication eliminates unnecessary administrative work, reduces the risk of errors, and ensures timely follow-ups.
- For the Homebuyer: Regular updates and an easy-to-use interface provide peace of mind and transparency throughout the process.
Creating Better Experiences with Technology
Nextensa’s adoption of Ziggu and Letsbuild showcases the power of technology in bridging the gap between customer satisfaction and team efficiency. By automating notifications, simplifying approvals, and creating clear feedback loops, they’ve transformed what could be a chaotic process into a well-oiled machine.
This approach isn’t just about completing projects faster; it’s about delivering homes in a way that reflects care, professionalism, and attention to detail. It’s about giving homeowners the confidence that they are in capable hands and empowering teams to perform at their best.
A Blueprint for the Future
As developers look for ways to improve their delivery processes, Nextensa’s workflow serves as a model. Combining clear communication, efficient tools, and customer-centric practices can elevate the quality of every handover. At the heart of it all is a commitment to balancing customer experience with operational efficiency—proving that when these two elements work hand in hand, everyone wins.
Ready to create a delivery process that leaves your customers smiling and your team proud? Start with Ziggu. Together, we can turn every delivery into a success story.
