Customer Service Module (eService)

Successful businesses rely on good after sales support which is the key to customer satisfaction and retention. The primary responsibility of a customer service department is to respond to and address any customer issues promptly and efficiently. eSynergy’s Customer Service or eService module will enable your customer service representatives to provide top-quality service with a fully automated Help Desk and online incident tracking capability. Automated incident(s) escalation to the respective authorities or personnel now can be done promptly as to ensure that resolution is carried out within the acceptable time frame.

Features of the Solution:

VP And Key Collection Management
During Vacant Possession, the system allows for the scheduling of collection of keys.

Sub-Sales Management
It is imperative to track new owner’s information when a unit is sold by an existing purchaser to another. The system tracks this information via the Sub-Sales Management module and tracks historical information of sub-sales purchasers.

Move-In Management
The system provides the ability to track the total number of move-in’s based on a specified effective date for the purpose of reporting.

Renovation Management
The system provides the ability to track the total number of on-going renovations being done based on a specified effective date for the purpose of reporting.

House/Property Defects Management

The Defects Management Module enable users to register all defects reported. Upon capturing & submission of issues, the system monitors all its work progress. Each progress stages & activities of work done can be updated and shared with the relevant parties for controls and project updates. Upon completion of rectification work, system is able to measure work quality, capture feedback & sign-off acceptance by the Customers.

In-Between each of these processes, the system is able to track the progress and status of each feedback.

All reported feedbacks are closely monitored. Aside from supporting, the assignment of staffs to each feedback, the system also supports feedback escalation. To ensure speedy communication and effective collaboration, all related parties are notified via email in both cases.

The following are the functions available within the House/Property Defects Management option:

General Feedback Management
The system will provide a Monthly General Feedback Summary Report that indicates the status of each individual feedback.

The following are the functions available within the House/Property Defects Management option:

    • General Feedback Entry
    • General Feedback File Attachments
    • Activity Tracking
    • General Feedback Completion
    • General Feedback Summarization