SANSIRI NEWS

Sansiri Public Company Limited, Thailand’s leader in integrated real estate development, secures its leadership position in digital sales by increasing the capability of the “Home Care Service” feature so that customers can report and check the repair status on-line 24 hours a day conveniently and quickly on one single application that supports all platforms. A notable feature is a feature of “Home Service Application” which pioneer system to support customers under warranty while a plan was put in place to provide support for customers covered by warranty within this year and to increase service users by 40 percent.
 
After Sansiri has developed its aftersales service in the form of on-line “Home Care Service” application together with Plus Property Company Limited in 2013 to respond to the lifestyle needs and to provide new experiences for the customers in the digital age, the company further cemented its on-line service leadership by developing the “Home Care” feature. The customers can notify, control and follow up on any repair works on-line 24 hours a day. The management and repair operations have been standardised and made more efficient for increased convenience, speed and accuracy, all the way to the back-office coordination and updates between internal departments and the contractors.
 
Sansiri Public Company Limited, revealed, “Currently, the number of customers using “Home Care Service” application increased to 15,000 units at 154 projects in only three years, which is considered to be very successful, with active rate users over 50 percent, considering that we launched the programme only three years ago. Today, Sansiri is the first real estate developer in Thailand to have developed and advanced the home care system in-house and the first and only Thailand’s real estate developer to further develop the “Home Care” aftersales services. Another feature under the “Home Service Application” aftersales service. The application’s selling points are the notification and repair status check on-line 24 hours, as well as the customers’ database collection to be able to evaluate the behavioural needs and to follow up on repair history over and above the repair reported through the regular call centre system. This has shortened the coordination time and reduced the chance of miscommunication problems, repair appointment, and increased the notification efficiency and follow-up that is quicker and more convenient through the categorisation of repair jobs.
 
“At the beginning, we are capable of supporting customers whose warranties are still valid. We have set the target for users of the application to increase by 40 percent. We have also planned to develop the system to support customers whose warranties have expired in near future. In the first phase, we have a service that provides a directory of repairmen over 1,200 professional vendor companies in each category under the control of Sansiri for the convenience of the residents. In the future, Sansiri will be providing more and more services on-line for customers whose warranties have expired, as well as the advance reminders for services to lessen the chance of problems arising from regular usage of home appliances,” Sansiri added.
 
“The ‘Home Care Service’ application also supports the work of contractors for repair works through the internal database system and the centralised team that acknowledges the repair works and follows up with the contractors or any responsible departments. Through this system, Sansiri and the residents can instantly learn of the status of the repair works at all times and from everywhere. All items will be evaluated and observed within 7-30 days depending on the type of repair and the job released by Sansiri personnel to be completely checked before the handover to the residents to ensure that the repair works were completed efficiently and on time and to the satisfaction of all parties concerned. At the same time, the history of the work can also be tracked and reviewed through this system.
 
“Sansiri completely understands the needs of all the residents in our projects from over 33 years of accumulated experience through standardised construction, design and the lifestyle experience. We are determined to develop our services in all areas to respond to the needs of the new digital generation. Today, we can proudly say that Sansiri is the real estate developer who has innovated and has become the technological leader that has continuously strove to answer the needs of the customers – from the initiation of marketing effort through Digital Sales Kit on multi-touch screen for the first time in Thailand in 2009 that has resulted in the sales of projects becoming more convenient and efficient. Another innovation was the ‘Excellent Service’ project launched at the Quatro by Sansiri (Thonglor Soi 4) in 2011.
 
“The control of services within the projects through touch screens was the first step for Sansiri to provide better convenience for residents. One of the most recent innovations in 2013 was the ‘Home Care Service’ application developed with Plus Property Co., Ltd. to provide residents with seamless convergence in aftersales services,” Sansiri concluded.
 
Sansiri is determined to develop the application software that support the business plan for this year regarding investment and the development of innovation in the field of real estate and the integrated residential lifestyle or “property technology” in a bid to provide the best in aftersales services to Sansiri residents. The programme is also capable of collecting the database of customers in all categories so that services and conveniences in all dimensions can be provided for them in the most perfect way possible that has never been seen before in the area of “Property Technology”.           
 
This innovation can respond to the ever-changing needs of the customers well into the future and will revolutionise real estate marketing not just for Sansiri projects, but also applicable to real estate projects of other developers both in Thailand and abroad.
 

 

About Home Service Application
Home Service application is a new channel for residents and juristic persons at each project to be able to access all types of services on-line quickly and conveniently through iOS and Android operating systems in four languages – Thai, English, Chinese and Japanese to provide comprehensive services and utmost convenience to both Thai and foreign customers without the needs for information boxes, notice boards or emails. Residents may also log into the systems of more than one project through one single entry. Since its introduction, the system was very well received by the residents as it is the application that helps to make life easier with just a single touch of a finger.