The maintenance department works across all divisions of Westland. With over 10,000 residential units and 1 million square feet of retail space, and 14 manufactured home parks - they have a lot of work to do. In fact, the department receives an average of 250 maintenance requests a day.
As Westland continues to expand, it’s become increasingly important to streamline our maintenance work order process by going digital. That’s why our technicians have adopted Yardi’s Mobile Maintenance App, a cellphone app that allows each tech to access and update their work orders through their phones.
Before the change, the contact center was inputting maintenance requests through our Yardi software, which was then printed out by the property manager and given to the maintenance staff, once the tech completed the work order they filled it out and returned it to management, who then typed the work order back into Yardi. The system needed a 21st-century update.
Using Yardi’s Maintenance Mobile App is an easy way for technicians to view and respond to assigned work orders while on the go. Techs can now view their assigned work orders which give them all the information they need such as the unit number, the issue, as well as confirmation they have permission to enter. Once inside the unit, the techs can assess the problem, upload a before picture, log parts used, and upload an after picture.
With our team members set up for digital work orders, we have eliminated a huge amount of paperwork which saves trees, lowers costs, and improves productivity. It’s all part of providing excellent customer service to our residents and tenants who want their problem fixed fast.
The four-day training involved showing all property managers how to assign work orders in the system. followed by training all maintenance technicians on how to download and operate the app.
Thanks to the introduction of the app, Westland has a modern workflow. This new system coincides with the Los Angeles area roll out of our Resident Portal, which allows residents to make maintenance requests online, and allows us to provide digital end-to-end customer service. This lightens the load of our contact center team members and ensures fast and effective customer service.