Structured Process Analysis

 We chose to focus on the customer service aspect of our operations because I work as a Resident Service Coordinator, where I oversee the concierge department. The scope of this process includes the following key responsibilities:

1. Assisting during tours and the application process: Providing prospective residents with an excellent first impression by guiding them through property tours and simplifying the application process.

2. Assisting with move-in and move-out processes: Ensuring a smooth transition for residents by coordinating logistics, addressing questions, and resolving any concerns during these critical phases.

3. Serving as the face of the property: Acting as a welcoming and professional point of contact for prospects, visitors, and residents, representing the community in the best possible light.

4. Being the primary contact during onboarding: Offering guidance and support to new residents as they familiarize themselves with the property and its amenities. (Haddy)

Steps in Onboarding and Continued Customer Support:

1. Application Process: Prospective residents can use the website to submit an information request and obtain application materials. The Entrata app is used in the application process.

1. Create an account within Entrada

2. Complete the application process within Entrada’s OS. 

2. Moving-In Process: Residents moving into the building are guided through the move in process via the Elevated Living application. 

1. A move-in checklist and inspection: This is the first step assigned to the new resident when going through the onboarding process.

2. Renters insurance: Insurance is mandatory and the resident will be prompted to complete this task upon completing the prior step.

3. Pet Setup: When applicable pet information is obtained during the onboarding process.

4. Parking Management/Vehicle Information: Users will register their vehicle and access necessary parking information.

5. Internet Setup/Utility Setup: Information on setting up services and payments for utilities is provided. 

3. Maintaining the Resident Experience: 

1. Resident Package Acceptance: Packages are scanned and stored for residents by concierge and tracked within the Elevated Living app.

2. Maintenance Requests: Can be created by residents and concierge desks to help with residents immediate needs. 

3. Resident Engagement: Concierge and management relays messages via Elevated Living to residents about events and important building information. (Nicole)

The procedure of onboarding and ongoing customer support outlined was extensive and well-structured. By using a variety of apps and systems, including concierge services, Elevated Living, and Entrata, makes it easier to move in, register cars, set up utilities, and stay in touch with residents. Applying is made easier for potential residents via the Entrata system, which appears to streamline the application process and provide quick access to required paperwork. Using the Elevated Living app to walk new residents through the move-in procedure guarantees uniformity and keeps residents on course at every stage.The Elevated Living app's communication, maintenance request, and package acceptance features all help to provide a smooth resident experience by allowing tenants to manage their living environment easily.Despite the well-structured nature of these procedures, potential problems that can arise are. There may be inconsistencies or redundancies as a result of incomplete integration between several apps and systems. Confusion may result, for instance, if a resident inputs their car information in one app but it does not sync across all platforms. Residents may find it difficult to utilize the system, particularly when attempting to complete important tasks like setting up insurance or requesting maintenance, if the apps or websites have a steep learning curve or an intuitive user interface. Some residents may miss crucial updates if the concierge and management only use messages provided through the Elevated Living app, especially if they don't use it often or have their notification settings turned off.If residents are not informed of the requirement up front, a necessary renters' insurance step may cause conflict and result in incomplete or delayed onboarding. Elevated Living serves as the primary information system for this process, integrating duties like resident interaction, maintenance requests, package management, and move-in assistance. The initial application procedure is supported by the Entrata system.Devices that are physically used to access the systems and applications. Staff members may use desktop systems or kiosks to provide concierge services, while residents use their own devices to access the Entrata and Elevated Living apps. Elevated Living serves as the process's application for resident services, communication, parcel tracking, and move-in management, while Entrata handles the application and registration procedure. These systems store resident profiles, application data, move-in checklists, pet information, parking information, utility setup, and maintenance requests, among other types of data. the inhabitants and employees who use the system. Residents use the apps for self-service and communication, while staff people, including management and concierge staff, interact with the systems to keep the services flowing.the operations and processes that are integrated into the system. This covers the detailed procedure for submitting an application, getting ready to move in, keeping in touch with residents, and resolving maintenance-related concerns. Potential residents can choose their preferred apartment, submit supporting documentation, and enter their personal and financial information on a form on the Entrata system. Residents can prove they have completed the required procedures by filling out a form in the Elevated Living app when they move in.  Residents at Elevated Living can make maintenance requests using a straightforward form, and building management or concierge staff will keep track of them.  An Elevated Living report that keeps track of communications delivered to residents, including construction updates, event announcements, and critical notices.

 Residents benefit from a seamless transition from application to ongoing support due to the integration of multiple technologies and processes.   But to guarantee the best possible performance, possible integration and user experience issues should be resolved. (Gabriela)

There are noticeable silos within Hines’ operations. For example, Saflok, the system used for door locks and maintenance, doesn’t communicate with Elevated Living, which manages resident interactions. Additionally, the maintenance team doesn’t have access to package logs, which are only visible to the concierge staff. This separation makes it harder to coordinate tasks and creates inefficiencies.

The current systems do not address the silo issue. The lack of integration between tools like Saflok and Elevated Living, as well as the package management process, limits overall efficiency and creates extra work for staff.

There are several challenges with the IS. The most critical issue is that the systems don’t "talk" to each other, leading to delays in handling maintenance requests and packages, extra steps and duplication of work since teams have no shared access to vital information, a clunky experience for residents, who are stuck navigating systems that aren’t well-coordinated. (Pamela)

CRM (customer relationship management) is a system that helps customers to connect relationships to employees. This feature includes customer support, marketing and sales tracking. ERP (enterprise resource planning) is a core process that is with their numbers. Numbering meaning, sales, any type of accounting, supply chain management and overall the department for improving the decision making. EAI (enterprise application integration) ensures customer data gets communicated properly and across the organization.

The major ERP vendors are SAP, Oracle, Microsoft, Workday, Infor, Epicor. Hines uses Workday for their booking keeping. What is “Inter- enterprise IS” it’s a sharing process integrated between organizations. Yes, Hines collaborates with contractors and many other architects for projects and to make sure the buildings are safely operated. Yes its essential for Hines to have that system for operations and to improve communication. (Marc)