Whose Leak Is It
Every complaint routed to the one party who owns it today, first time.
The job
When residents report a leak, dead air conditioning or broken lift, finds on day one who owns that part for that unit today, such as a contractor, landlord or utility. Routes it once, tells the resident who owns it and proves the bouncing stopped.
The moment
A replay shows one resident's report bouncing like a ping-pong ball between estates, the developer, the contractor and facilities management over 19 days. Each bounce is stamped with the resident's words: "they told me to call the developer".
Then the new routing rule is applied, and the report goes straight to the waterproofing contractor on day one.
The contact-centre head shows the live counter for that route: 640 mentions of being told to call someone else last quarter, down to a trickle since the new routing went live.
This week, 112 bounces were avoided.
What it does
- Route to owner
- Tell the resident who owns it
- Override owner
- Accept override as a rule
- Draft an inter-party SLA
- Reassign the ticket
What you see
Interactive building cutaway coloured by today's owner, a ping-pong replay of one real journey, and a bounce map with a live 'bounces avoided' counter
What it moves
Mentions of being told to call someone else per 1,000 contacts, the rate of repeat contacts, and the days until a report reaches the right owner.
Built for
- CX leaders & VoC
- Contact-centre operations
- Marketing, brand & comms
- Citizens & customers
