Page 32 - CIJ May 2024 Digital Edition

COVER STORY

Godrej Living Pvt. Ltd

Technological

Interventions in

Maintaining Gated

Communities

Community management is not just about

paperwork and logistics, it is about touching
lives and making a real difference. “At Godrej Living, we see ourselves
as more than just administrators and a part of an extended family,

caring for not only the 21,000 families within the community but also
their house helps and drivers. Our mission is simple: to ensure that

every resident experiences the joy of living,” says Prashant Sangle, Head
of FM & Client Solutions (India), Godrej Living Pvt. Ltd.

-enabling includes Technology enables the or a preventive maintenance plan
utilizing technology cultivation of a genuine service- that sends a notification for its due
as a powerful tool oriented ethos, prioritizing tickets date so that the maintenance team
to elevate standards raised by seniors, differently abled does not miss any opportunity to
Eof customer service. individuals, or expectant mothers improve. An incident management
In today’s dynamic landscape, as ‘golden tickets’ warranting dashboard compares the number
residents rightfully expect seamless immediate attention. Furthermore, of near misses recorded with the
experiences, spanning from visitor leveraging backend modules, such number of incidents recorded and
management to amenities booking, as analysing Pareto charts for ticket provides the direction to improve
service requests or complaints, trends and refining maintenance safety at the site.
and staying abreast of community strategies, accordingly, translates
updates. The integration of into tangible outcomes including The commitment to excellence
technology amplifies these efforts, reduced complaints, heightened extends beyond mere technological
offering even greater value to the satisfaction, and risk mitigation. adoption; it encompasses rapid
residents. integration and ongoing refinement.
Moreover, by actively monitoring
For instance, the innovative ‘customer sentiments’ via ratings To bolster the technological
visitor management app, where a on resolved tickets, one can engage initiatives, Godrej Living has
homemaker can seamlessly monitor with residents to solicit feedback instituted the Quality Circle,
staff attendance, and a working and express gratitude, thereby comprising ground-level experts
mother receives timely notifications spanning engineering, maintenance,
when the nanny enters or exits the fostering stronger connections and CRM, and hygiene services. This
community. Such features not only continuous service enhancements. collaborative effort ensures that
enhance convenience but also instil Facility Management features people effectively address service
a profound sense of security within an audit mechanism, which auto- challenges and innovate with
the community. tracks the improvement progress, technology-driven solutions. CIJ

MAY 2024•Clean India Journal
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