E C Dahls Eiendom:
A shared customer service center for better overview and closer dialogue with tenants
This is what we have done for E C Dahls Eiendom:
- Consolidated all tenant inquiries into one shared customer service center
- Made it easy for tenants to register and track cases through a customer portal
- Ensured that all cases are automatically enriched with the correct context (building and lease)
- Established seamless collaboration between customer service and property management in Plania
- Provided better insights through reporting and continuous follow-up
- Ensured a secure launch and ongoing development through continuous support
"We have had the pleasure of working closely with Kundelab in establishing our new customer service center, and the experience has been consistently positive throughout the entire process. The team, led by Patrick, has taken the time to truly understand our company and how we operate, and has delivered solutions that fit our needs very well. We are particularly impressed by the flexibility of Zendesk, and not least Kundelab’s ability to leverage the system and develop creative, tailored solutions that suit us. They are highly professional and service-minded, always respond quickly, provide close follow-up, and show great patience with us as a customer. We look forward to continuing to develop our collaboration in the time ahead and can confidently recommend Kundelab to others.”
Silje Havdal Lillebø, Customer Service Manager at E C Dahls Eiendom
“Vi har hatt gleden av å samarbeide tett med Kundelab i forbindelse med etableringen av vårt nye kundesenter, og opplevelsen har vært utelukkende positiv gjennom hele prosessen. Teamet, med Patrick i spissen, har evnet å sette seg grundig inn i vårt selskap og måten vi jobber på, og har levert løsninger som treffer våre behov svært godt. Vi er spesielt imponerte over fleksibiliteten som ligger i Zendesk, og ikke minst Kundelab sin evne til å utnytte systemet og finne kreative, skreddersydde løsninger som passer oss. De opptrer svært profesjonelt og serviceinnstilt, svarer alltid raskt, gir tett oppfølging og viser stor tålmodighet ovenfor oss som kunde. Vi ser frem til å videreutvikle samarbeidet i tiden som kommer, og kan trygt anbefale Kundelab videre til andre”
Silje Havdal, leder for kundesenteret i EC Dahls Eiendom
All tenant inquiries gathered in one shared customer service center
Previously, tenant inquiries came in through multiple channels and to different people across the organization. This made it more difficult to maintain a clear overview and ensure consistent follow-up. By establishing a shared customer service center in Zendesk, all inquiries now have a single, clear entry point. The customer service center manages the dialogue, ensures structured follow-up, and makes sure every case is handled until resolution.
Making it easy for tenants to register and track cases
We have established a customer portal where tenants can easily register inquiries related to the buildings they lease. Here, they can track the status of their cases and maintain a single, ongoing dialogue with the landlord. This provides better overview for tenants and a more predictable follow-up experience.
Automatically providing the right context for every building and lease
Together with the client, we defined how structure, data, and workflows should be connected, and implemented this in Zendesk. This ensures that data is automatically linked to the correct tenant, giving the customer service center full visibility into which building each inquiry relates to, as well as relevant agreements connected to the case. The same structure is used in the customer portal, ensuring that tenants can only register cases on buildings where they have an active lease. This results in more accurate inquiries and more efficient follow-up.
Seamless collaboration between customer service and property management
We established a workflow in Zendesk that allows cases to be easily escalated from the customer service center to property management in Plania. The solution was developed in close collaboration with the client and Plania, where we contributed to structure and setup in Zendesk, ensuring that cases are transferred with the correct information and context. This enables the dialogue to continue without unnecessary intermediaries and creates better flow between customer service and property management. The result is more efficient collaboration and more reliable follow-up on each case, ensuring that cases reach the right person faster—with the right information from the start.
Insights through reporting and continuous follow-up
We have implemented reporting in Zendesk that gives E.C. Dahls Eiendom better visibility into inquiries, response times, and follow-up across buildings and lease agreements. This provides a clearer picture of where inquiries originate, what types of cases are coming in, and how the customer service center operates on a daily basis. These insights are used to prioritize improvements and continuously develop the way they work. The result is a stronger foundation for decision-making and an improved tenant experience over time.
A secure launch and continuous development through ongoing support
We have supported E.C. Dahls Eiendom throughout the entire process—from setup and customization to training and launch of the solution. After go-live, we established an ongoing support model, where we assist in day-to-day operations and continuously work on improvements. This ensures that the solution evolves alongside their needs and that they get the most value out of Zendesk over time.
The tenant portal makes it easy to register inquiries related to specific buildings, track case status, and maintain a smooth dialogue with the landlord—providing better overview and more predictable follow-up.