This morning, I turned on the faucet to brew up a pot of coffee and start my day right and it made the most awful creaking sound. Thinking that it perhaps just needed additional time to adjust to the morning, I let it run for a bit. Unfortunately, the horrific noise only got worse. Owing to the fact that it was 7am, and my property managers wouldn’t be available until after 10, I had to go without my morning coffee and forge on with my day sans caffeine. As the workday progresses, I also have to remind myself to get in touch with my property managers at a later time. This got me to thinking about how an Interactive Voice Response system could greatly assist renters in their quest to get their household appliances fixed in a timely manner!
This IVR system could be used by property management companies in lieu of the answering machines or answering services that they typically rely on. Tenants could call in, report their problem, make use of the automatic speech recognition feature to elaborate further upon their issues, set up maintenance arrival times, stipulate special instructions, and in the event of an emergency, be dispatched through immediately to someone on call. Instead of leaving messages that often times aren’t responded to, residents could be sent a claim ticket via text or voice message, confirming the receipt of their request and the estimated arrival time of maintenance personnel.
In addition, residents could receive outbound calls confirming that their request had been fulfilled, detailing the work performed, or requesting an appointment to complete additional work if necessary. Property managers could also eliminate the need to personally contact maintenance personal, using the IVR system to interface immediately and directly with them after a resident request has been made. If property management companies utilized an IVR system, they could cut time in half by immediately having a call dispatched to maintenance personnel, allowing tenants to describe the problem in depth, and allowing maintenance personnel to get back in touch with tenants and brief them about the status of their request, all with the help of an IVR system.
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