Starting point
A high number of open work orders not only meant an internal efficiency loss, but also many questions from tenants to the customer center - “what's happening in my case?”. It created frustration, duplication of effort and constant firefighting.
The way forward: Visualization in everyday life
The first step was to display Homepal on a TV screen in the local office. It displays work orders in a dashboard that is used as the basis for morning meetings to plan work, allocate resources and prioritize smartly. Everyone sees the same situation - and everyone can act on it.
With the visualization in place, it was easier to avoid things falling through the cracks. The team took joint responsibility for reducing the number of open cases, and created a new work routine where each person knows what is most important right now. It's also motivating to see how the numbers improve with each closed case!
“Homepal is a tool where everyone can see the numbers - and influence their own workday.” –– Magnus Söderbaum – District manager, West Distriktet at Telge Bostäder
Results
- 80% fewer open cases - from 600 to 100
- Significantly fewer calls from tenants to the customer center
- More time for preventive maintenance and planned work
- Clearer responsibilities and more autonomy in the team
- Daily overview on screen - support for staffing and follow-up
Conclusion
It is Telge Bostäder - with Magnus Söderbaum and his team in the western district in the lead - that has done the job. With determined work, clear follow-up and strong commitment, they have managed to reduce the number of open cases by over 80%. This in turn has led to less pressure on customer centers and more time for prevention.
Homepal has been a support along the way - a tool that has made it easier to prioritize, plan and follow up. By giving the entire organization access to data, Telge Bostäder has created a culture where everyone can take responsibility and influence their own everyday lives.
