Transforming Service Delivery with

Ms. Johanna, a mother of two young children, is the owner of HouseTech, a prominent plumbing business. She constantly juggles the demands of running a successful business while managing her family. Her team consists of 15 technicians and 3 administrators who handle customer support and general administration tasks.

One of her major clients, Mr. Olaf, a commercial real estate developer managing office buildings and logistics warehouses, required a reliable and efficient service provider to maintain the complex systems in his properties. This case study explores how HouseTech transformed its operations with @YS, benefiting both Johanna and Olaf.

The Challenge

Ms. Johanna's Pain Points

  • Increasing Revenue
    • Johanna wanted to handle more service requests but was limited by manual processes, inefficiencies, and the severe shortage of skilled labor.
  • Improving Customer Loyalty
    • Ensuring prompt and reliable service was a challenge, leading to occasional instances of customer dissatisfaction.
  • Reducing Operating Costs
    • Administrative overheads and coordination issues increased operational costs.
  • Enhancing Employee Experience
    • Technicians and the customer support team occasionally experienced frustration in effectively diagnosing customer service requests and managing multiple communication sources.
  • Boosting Efficiency
    • Limited digitalisation and automation resulted in less efficient workflows and documentation processes, affecting overall productivity.

Mr. Olaf's Requirements

  • Reliable Maintenance
    • Olaf needed consistent and reliable maintenance for the complex systems in his buildings.
  • Efficient Service
    • Quick response times and efficient service delivery were crucial to minimize downtime.
  • Transparent Communication
    • Real-time updates and clear communication were essential to keep track of ongoing maintenance and repair work.
  • Detailed Reports
    • Olaf required detailed digital reports on the work carried out at every phase of the repair or maintenance. These reports had to be available in the languages he and his management team speak and read.

The Solution

Johanna decided to implement @YS, a platform designed to streamline service delivery and improve efficiency. The decision was prompted by Olaf, who specifically requested a solution that could better serve his needs.

Quick Setup
HouseTech was fully operational with @YS within 24 hours, thanks to the platform’s user-friendly interface and minimal training requirements.  
Technician App
Technicians had a unique advantage with a dedicated app that allowed them to receive service requests in real-time, efficiently manage various aspects of the service request, and document their work seamlessly through the app. 
Customer App
Olaf benefited from a dedicated app that enabled him to make service requests, track progress, and receive real-time updates, ensuring complete transparency and satisfaction.  
Support Team
Johanna's support team managed service requests, assigned technicians, and handled communication seamlessly.

The Transformation

1. Increasing Revenue

Before
HouseTech struggled to handle more than a few service requests per day due to manual processes and a shortage of skilled labour.
After
With @YS, HouseTech increased the number of daily service requests, leading to a significant increase in revenue. The platform maximised the efficiency of Johanna's current workforce, helping overcome the labour shortage.
Do you experience similar challenges in handling service requests and increasing revenue?
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2. Improving Customer Loyalty

Before
Occasional delays and miscommunication sometimes led to signs of customer dissatisfaction, despite Johanna's efforts to keep her customers happy.
After
Prompt and reliable service, enabled by real-time updates and efficient workflows, greatly improved customer satisfaction and loyalty.
Have you faced issues with delays and miscommunication affecting customer satisfaction?
Thank you for your feedback.

3. Reducing Operating Costs

Before
High administrative overheads and inefficient coordination increased costs.
After
Automated processes and streamlined workflows reduced operating costs by 20%, allowing Johanna to reinvest savings into business growth.
Are high administrative costs and coordination issues a concern for your business?
Thank you for your feedback.

4. Enhancing Employee Experience

Before
Technicians occasionally felt frustrated with disorganised service requests and the lack of effective communication tools.
After
Technicians had a unique advantage with a dedicated app that allowed them to receive service requests in real-time, efficiently manage various aspects of the service request, and document their work seamlessly through the app.
Do your employees feel frustrated with disorganised service requests and communication issues?
Thank you for your feedback.

5. Boosting Efficiency

Before
Limited digitalisation and automation resulted in less efficient workflows and documentation processes, affecting overall productivity.
After
Efficient service request management and real-time communication improved overall efficiency by 30%, allowing HouseTech to handle more work with the same resources.
Is limited digitalisation affecting your workflow efficiency and productivity?
Thank you for your feedback.

6. Multilingual Communication

Before
Johanna, her technicians, and the customer support team found it challenging to communicate in each customer's preferred language in Luxembourg's multilingual environment.
After
@YS empowered Johanna and her team to seamlessly communicate with customers in their preferred language, automatically detecting and switching languages as needed. This capability minimised Johanna's effort, allowing her team to focus on delivering excellent customer service.
Do you struggle with communicating in multiple languages with your customers?
Thank you for your feedback.

7. Comprehensive Reporting

Before
Drafting detailed service reports was a time-consuming task for Johanna and her team.
After
With @YS, Johanna's business now generates comprehensive reports instantly upon service completion, detailing every aspect of the service. This capability enhances transparency for her customers, allows Johanna to analyse and improve her processes, and eliminates the need for manual report drafting. Reports are sent to both the customer and her management team in under 5 seconds, freeing up Johanna's time to focus on growing her business.
Is creating detailed service reports time-consuming for your team?
Thank you for your feedback.

Conclusion

By implementing @YS, Johanna transformed HouseTech into a model of efficiency and reliability. Olaf, impressed with the improved service, extended his maintenance contracts and recommended HouseTech to other real estate developers. This success story highlights how @YS can help service providers in Luxembourg and beyond achieve their goals, improve service delivery, and grow their business.

@YS's features not only make it easier for businesses to serve more customers faster, efficiently, and reliably, but also to adapt to multilingual environments and automate reporting processes. This ensures that service providers can focus on what they do best – delivering exceptional service.

Whether you’re a tech-savvy entrepreneur or an SME owner looking to incorporate technology into your business, @YS is designed to be easy to use and quick to adopt, making your transition to digital service delivery seamless and effective.

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