Vonovia SE is Germany’s largest residential property company with around 400,000 apartments in Germany, Austria and Sweden. With our team of more than 4,000 craftsmen, we do most of our apartment’s maintenance work ourselves.
The tenants, our customers, can report problems - like a leaking tab - either by making a phone call or by using the Vonovia-Tenant-App.
A support ticket will be created in our SAP system with all the information needed by the craftsmen in charge of the repair.
There is an estimated repair time for almost every kind of repair case or damage description in our SAP system.
Craftsmen are allocated to specific regions, mostly larger cities and their surroundings. About one week ahead, the craftsmen can see their scheduled appointments on their iPads for every day of the following week. Often, the starting point of their daily trip is not their allocated Vonovia office location, but rather their home address.
A “normal” workday for our craftsmen consists of three time slots with multiple appointments. The tenant is only informed of the period of the time slot, but on the order or expected duration of the other appointments within the time slot.
Within the morning and afternoon time slot, the craftsmen are given the freedom to decide themselves in which order they will process the tenants’ repair tickets. A consequence of this process is the tenant’s uncertainty of when the craftsman may arrive within the five-hour time slot.
Through their iPads, the craftsmen are connected to the SAP system.
This process has worked very well in the past. Customer satisfaction, working conditions and efficiency of the craftsmen have been quite good.
However, we think there is still room for further improvement for both customers and craftsmen.
The craftsmen could be supported by technology that suggests the shortest route so that gasoline expenditure and the carbon footprint are reduced and time is saved.
The customer could get notifications as to exactly when the craftsmen will arrive, similar to receiving notifications by parcel, pizza or taxi services like Uber or FREE NOW.
The project can be divided into three main milestones: