Web Service for Customers of YIT-group Companies

YIT Web Service Development

Client and task

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YIT construction and management companies. Our task was to develop a convenient web service for YIT customers.

Service strategy

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We started the project with the analysis of current services of the company.

We focused on weak aspects so that the new project would improve the communication of the company and its clients. Taking into account all the advantages of the existing client service, we found out that YIT can bring its communication with customers to even higher standards. That is, for instance, provide more support after closing the deal, understand individual demands better and offer extra services, avoid bureaucratic terms and respond faster.

Those are also YIT goals:

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  • Upsale: more than 1 apartment to a customer, parking lots and storage rooms.
  • Receive all payments on time.
  • Provide up-to-date information about the construction progress to reduce incoming question flow.
  • Make sure the customers are content and have less reasons to worry about.
  • Computerize the processes that can be computerized

Key tasks for YIT web service:

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  • To collect information on the residents' needs and provide all possible services in demand: water tap repair, window box replacement and apartment maintenance.
  • Provide all customer services: meter readings, payment receipts, history of charges and payments, apartment documents, chat with the operator.
  • Monitor the outward appearance of facades and front doors .

So those were the tasks we had to find the solution for.

Website functions

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Teaming up with YIT developers, we decided to introduce the following functions to the web service. Web interface is designed for 2 user-groups: customers and residents.

  • For customers Live video stream from the construction site, news, and an interactive viewing calendar provide future owners with answers to many possible questions. Personal account also contains an installment payment schedule.
  • For residents Residents can easily order and pay for any additional services, find out neighborhood news, contact any member of the house maintenance team — from an accountant to an engineer. All the necessary documents are at hand: contracts, acts, owners meetings' summaries, technical documentation. It is easy to handle meter readings data in your personal account, monitor their expiration date and call the master if necessary.

Philosophy and design

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We imagine the YIT web service as an experienced concierge with a great sense of humor who is easy to talk to. He never fawns, has solution to any problem and is always ready to hand an umbrella to you.

Administrative Panel

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Most of the information for the administrative panel comes from the YIT databases via the API. We integrated the Operator-24 service to manage incoming requests for services.

YIT web service is a great help for the maintenance team: the admin control panel allows users to manage chats and lists of services, update all necessary information, i.e. house team and local services contact details. We are constantly improving the interface, reducing the time for performing basic operations.

Future plans

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We continued to work on the service even after the launch — all the updates were set up in two-week sprints. Our team manages version testing, new releases and is constantly in touch with the company's service staff members: accountants, bank system support team, YIT developers, future owners and residents. We receive regular feedback from all user groups.

The data for analytics come from GA and site databases as well as Power BI reports. These data we use to build and test hypotheses, set priorities in development planning.

In total, we set up fourteen reports in Power BI, most of which are under NDA.

Results

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The site was launched in July 2017 and we still continue to support and develop the project in 2022.

> 1000 LCD connected to the service
67,000 users are registered in the service
> 3000 YIT customers use the service weekly

Client's opinion

Nimax has excellent business analysts - they were able to transform our ideas into real project decisions. The whole development process went smoothly. I think we have a very good customer interface — functional and modern.

Olga Khrapovitskaya
Olga Khrapovitskaya
Head of the IT project of the YIT web service
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