Case Studies
- Train |
- Support |
- Grow
@ Sonya Terrell
@ Beth Cohea
@ Jessica Steadman
@ Glenn de Falkenberg
@ Matt Venegas
@ Kasey Harris
@ Marcy Collins
@ Oliver Geary
Discussion Topics
Sonya
Overview
Resident has an immediate security issue with someone that has a code to her lock and she changed her code but it still works. She wants to be removed from Dwelo
Important facts
- Hub is offline
- Property has Yardi integration
Note: What if they didn’t have Yardi integration? How would your answer be different?
What would you do?
- Enam -
- email back “let me look into this and get back to you”
- Jess -
- Ask for more details – has guest resident been removed?
- Is it plugged into internet? If so DCR to help get back online.
What was done
Email to property
“ Looks like her hub is offline, that’s why the old code is still active, so even if you remove her from the system the code will still work. The hub can’t talk to the lock and tell it to remove the codes. Her best bet is to take the batteries out of the lock and that way only the key can be used. No codes will work! If she reaches out to support they can help her get her hub online or send a new one and that will take care of the code issue. Until then, remove the batteries is the best option!”
Jess
Overview
HT was scheduled to complete installs at a 2 sister communities.
- The tech did not complete installs on one of the scheduled days.
- He did not install locks on some of the doors,
- He failed to re-key the doors to the current key the community was using,
- WT’s were not closed correctly,
- Thermostat was wired wrong.
- Community is very frustrated because less than half of the scheduled installs were complete and some were only partially complete. Overall a very negative experience for these communities.
Important facts
- These are new communtites and this was there first round of installs.
- This is a Rolling Retrofit
- The installs only involve a lock, thermostat and hub.
- I was not notified that the tech did not complete installs on the first day…I had to inquire to get this info
- The notes on the WT’s were not detailed at all
What would you do?
- Glenn – I would show empathy to the PM and inform that person that this is not how we conduct business and will not stand going forward. And that you are making it a top priority to get this addressed with your team. I would then bring this up internally and make notes of correction and ask to have this resolved if possible quickly then let the PM know and keep them in the loop going forward. Asking for updates after each visit. (Soothing property staff)
- Matt
- Add a feedback report to the 3P feedback channel on slack explaining the situation in detail
- Contact Meek to explain the urgency of the matter
- Over communicate with the community and closely monitor the situation (brown nose)
- Continue to work with Meek’s Team and communicate with community until we have reach a positive resolution
What was done
- Communicated with HelloTech about concerns via the HT channel
- Communicated with the PM’s at both properties of an action plan
- Sent PM’s a gift card
- Submitted 3p form via Slack in 3p feedback channel
- Check SF record to see who the owner is…this determines who gets the work ticket emails
- Communicated with Meek and AJ about concerns as well
Rescources used
HelloTech Work Ticket Dashboard:
- Use for monitoring completed tickets
Work Ticket Closing Notes Report
- quality_3p_work Slack Channel Form
- hellotech_dwelo Slack Channel
- Jose Cruz
- Daniel Tashjian
Kasey
Overview
The Gates at Meadow place – property manager reaches out to tell me their new assistant maintenance manager cannot access the entire property with his account codes. And asks me to help with this.
Important facts
- New constructed community
- Recently finished installations; DCM 2.0 uses http://access. dwelo.com
Rescources used
What would you check first, second and next?
Sonya
- Is he actually in the Dwelo system and has activated his account
- Does he have access to all units
- Is he using the Dwelo app or access.dwelo
Jess
Overview
The Exchange emailed me asking to send them three replacement locks. The reason for replacement is that no one has a physical key for the unit and management is concerned that past residents have them. These 3 units are already occupied with new residents so it is a safety concern the staff
Important facts
- They have Yale locks
- They want this rectified ASAP
- They do not want the current residents to be aware of any type of issue.
- Current residents do not have metal keys so they are only using codes and the app.
What would you do?
Sonya
- They can just change the cylinders instead of the whole lock. the cylinders come with a set of keys.
