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