Happy New Year from the Keystone Team. We are excited this year to talk about some changes we have made to enhance our client experience!
As a leader in the HOA management industry, our vision is to exceed expectations. We have received feedback from clients and team members over the past year on our services and what we can do to make it easier for residents to get quick answers and information to questions. To honor this feedback, we’ve made improvements to how residents get in touch with us.
To explore further, our Director of Customer Experience, Griselda Sapiens has lent her insights to share the benefits of these exciting changes. Here’s an overview of what board members and homeowners can expect.
One Central Point for Association Communication
When determining the right solution, it was imperative that we focused on the needs of associations we serve, not the other way around. We performed a customer experience assessment to gather feedback from our clients, who in turn helped us to define “moments that matter” for our clients:
- Respond with urgency
- Close the loop
- Seamless connections
Emphasizing these moments requires adapting to a culture of immediacy and personalizing solutions. For instance, offering a connection with a live person promotes a quicker resolution and allows tracking on the request in order to close the loop. Also, the availability of subject matter experts allows inquiries to be directed to the right team member for assistance. Plus, if a request can’t be taken care of in a single interaction, there’s an assigned escalation process/action item so follow-up is tracked.
The purpose of these updates was to reorganize our HOA management communications structure to simplify client service from the multiple phone lines and emails we had available. With the new service model, there’s a central location with one number and email for all association communication. The Client Experience Center will drive resident communication through a central point and track client interactions. Our team logs each communication and either addresses the communication immediately or gets it to the right team member for resolution. This streamlines efforts, enforces accountability, and solidifies a structure to better meet homeowners’ immediate needs.
Only the Beginning for a Better Customer Experience
We were intentional in having our Keystone team lead the charge to emphasize our “moments that matter.” After all, they are the most in tune with what’s happening in your community. Our team members go through special training and preparation to handle the calls and review various platforms before selecting the appropriate one.
Since we have rolled our new communication format out, we continue to get feedback and make improvements to enhance our service. And, in addition to streamlining communication, it also provides valuable data to continually innovate and improve the experience. It gives HOA management teams:
- Ability to better track customer interactions
- Metrics evaluation to improve service
- Alignment with our company’s mission and values
The rollout is tiered and phase two will add more features to personalize interactions and keep the community connected. Alongside the launch of the new customer service system, we also recently released the Keystone Connection App, which mirrors the capabilities of the members’ portal. Homeowners can submit work orders online, view newsletters and governing documents, make payments, and communicate in a way that feels comfortable to them, all in the palm of their hand.
Our mission has always been to align our actions with changes required to improve property values and people’s lives. And, we continually anticipate ways we can provide tailored solutions to exceed expectations and create better communities.
Learn how our HOA management team can benefit your community. Contact us today to get the conversation started.