Schep Property Managers launches Embrace CRM for personal and efficient services

Omnichannel communication

From now on, the service staff at Schep will be working with EmbraceCustomers. Instead of an extra tool, they received a complete toolbox. It also includes all current tools. This provides peace of mind and overview. The result is one screen where all customer information is visible and where all communication channels come together. This screen offers a 360-degree customer view of all outstanding and historical customer contacts. Service staff are now able to adequately help customers.

Self-service tenant portal
Major improvements have also been made for tenants. Personal information can be viewed in real time on the self-service tenant portal. Think of the rental contract, outstanding and historical payments. Tenants can also easily report a technical defect in the home and are proactively informed about this. This is possible by integrating with Aareon's primary REMS system. The link between REMS and Embrace Customers ensures as little human action as possible in the repair process on Schep's side.

Digital transformation thanks to integration and process optimization
Schep has taken important steps in redesigning and standardizing business processes. As a result, the implementation of Embrace Customers was not a plug & play. Because end-to-end processes have been improved, that was never the intention. The result is a stable and efficient organization with customer-oriented processes. One such example is the fully digital repair process. Tenants report a repair via the portal, after which the process is automatically picked up in integrated systems, up to processing by chain partners. Thanks to the real-time functionality, the tenant has 24/7 insight into the status of the repair.