SK Broadband Builds 'Customized CRM for Public Rental Housing'

Housing Management Corporation's 330 Management Offices Support Systematic Handling of Resident Complaints

Photo by SK Broadband

[Asia Economy Reporter Kim Heung-soon] SK Broadband announced on the 28th that it has established a 'Public Rental Housing CRM (Customer Relationship Management)' program at 330 management offices of public rental housing managed by the Housing Management Corporation under LH Korea Land and Housing Corporation.

Generally, CRM programs are developed as commercial marketing tools for customer retention. SK Broadband collaborated with the Housing Management Corporation to expand it into a customized CRM aimed at improving the residential welfare of public rental housing tenants. Through the 'Public Rental Housing CRM,' the 330 management offices provide various services to approximately 280,000 rental housing tenants.

First, the management offices offer call center services for residents. Until now, management offices have handled residents' requests through phone calls and manually written consultation logs. With the establishment of the CRM program, tenant complaints can be systematically received and managed like a corporate call center. When a resident calls the management office, the counselor’s PC can instantly access previous call records and complaint histories, enabling prompt consultation based on this information.

Since all residents live in rental-type public rental housing, frequent text message notifications for housing management occur. The management offices can use enhanced text messaging functions compared to previous systems, including long message sending, scheduled sending, and message linkage with consultation records. Phone complaint contents are automatically saved in the CRM, facilitating smooth communication with residents and improving management efficiency through non-face-to-face complaint handling. Systematic management of complaint call statistics allows comprehensive understanding of housing management status and identification of improvements for residential welfare.

SK Broadband plans to provide notice delivery and electronic voting functions for residents through a mobile app starting in 2021. In December, a pilot service for the safety of elderly living alone will also be offered. Sensors detecting the activities of elderly residents will be installed in homes, and in case of abnormal signs, a text message will be sent to the management office to quickly confirm safety.

Kim Gu-young, Head of SK Broadband’s Enterprise Customer Group, said, "The Public Rental Housing CRM will become an essential service for managing public rental housing and improving residents’ welfare in the untact era. If complemented with a safety care service for elderly living alone, it is expected to contribute to providing social value as well."