Complaint Reporting and Tracking

 

Dealing with complaints is just a part of being a member of council and a strata agent.

But what if you could reduce the personal conflict?

What if you could help to reduce the volatility of a situation before it ever escalates?


Cerno Software helps you achieve that and more, by integrating your online communications center for complaints. Here’s how.

People love to complain, most of the time its incredibly valid but many times not. As a council or as a strata agent, you still have to go through the motions on every single complaint. The problem with complaints is that it can become personal. People want to know who they are talking too, and if they don’t like their responses, they attach blame to the name of the person that gave them bad news. Here are three things Cerno Software does thats different.

  1. With Cerno Software we create an environment where people complain to the legal entity of the complex, to the Strata council as a whole, such as BCS Strata 1234, or the Property Management Company. No names, no addresses, just the legal entity of the complex.
  2. To use the communications center they must agree to a binding document that means they are accountable for what they say and do when using the communications center.
  3. Next, on every complaint they receive an immediate response in the form of a naturally written automatic email response that their complaint is being taken serious and is being looked into.

These three small features eliminate most confrontations before they ever start. Can you see how this can help you deal with touchy complexes?

Unit owners take the time to write a message that doesn’t get them temporarily banned or disciplined as they have agreed to and they want to get their point across but they don’t want to lose any privileges.

Also, they receive a relatively quick response in the form of an email that lets them know they aren’t being ignored, and finally they aren’t being responded to by Bob Roberts, rather the council or the property management company has posted a response to their complaint.

This process eliminates most conflict, not all, but a very large percentage of it, and thats only the beginning.

Take our software for a test-drive today. Ask one of our representatives to give you a short 20 minute demonstration in-house and make the process of dealing with complaints easier and risk free.