PROPOSAL FOR SERVICES

eJMB logo, a strata management online help desk system.

 eJMB, AN ONLINE HELP STRATA MANAGEMENT SUPPORT SYSTEM

Overview

eJMB is aimed at reducing mis-management, with a centralised ‘virtual help desk’ which employs an open two way communication between the users (residents) and staff (management). This allows scrutiny, transparency, and accountibility.

By automating and shifting to a virtual help desk, efficiency could be increased greatly by collating residents’ inquiries from multiple sources; e-mails, phone calls and the website into an integrated and simple-easy-to-use web, such as eJMB.

On the back end, the staff is able to manage, organise and archive all support requests and responses in one place. The residents will also be able to to track progress of their tickets, ensuring transparency and accountability of their complaints.

eJMB can be further enhanced with Telegram, residents may contact the management through a Telegram bot (where staff address the residents’ issues without the need to reveal their personal number), and a Telegram group is created internally for the communication of staff members, which will also send notifications whenever there is a new ticket.

eJMB is not meant to totally replace the system in place, but rather enhance the workflow and the quality of the services rendered, by complementing the current system in place, and perhaps most importantly, place the interests of the residents to the fore. Other channels are still in place, be it phone calls or walk-ins to the office. Users of eJMB will soon realise, eJMB is just better at addressing their issues in a much orderly and organised manner. Complaints made verbally could be forgotten, written information could be illegible, or wrongly jotted down. Paperwork could be lost. With eJMB, these will cut down to a minimum, and most times, the system handles it in the background.

Performance of the management is available for scrutiny by the board for review and improvement, if and when needed. The dashboard details the issues reported, by volume, and can be further broken down by month, year, week, or even by a resident.

Response times can be analysed, and causes can be pinned down and identified to further lower response times. Two way communication between the management and residents can also be further enhanced in the system.

How eJMB Works

  1. Users and staff (called agents) create tickets via website, email, or phone calls, or walk-ins.
  2. The created tickets are then assigned to the relevant department and/or agents.
  3. The agents would then help the users resolve their issues.
  4. The ticket would be closed and archived when an issue is resolved.

Consider the following example;

A resident reports an issue, such as a broken light fixture. The resident would log into into eJMB and creates a ticket, which will be attended to by a support team.  The ticket would later be assigned accordingly.

In this case, a broken light will be routed to the Maintenance team. An agent from the Maintenance team would replace the light, and log it into the system. For other matters, say financial, the finance department will be tasked to handle it.

A resident is able to upload images and attach them to their ticket. In reporting a breakdown, for example, a picture would be better at explaining the situation. Residents could also upload proof of payment, or other supporting documents if and when needed, and a visitor will be able to register and upload his ID to the system when checking in.

Any and all progress will be recorded in the system, and internally, the relevant agents and departments will handle their designated tasks to find a resolution for the residents. An elegant solution, streamlining the experience for the residents at the tips of their fingertips. The flow chart below (Figure 1) might better visualise the process of a resident’s interaction with the system.

Figure 1. Customer Ticket Submission Flow Chart

Objectives

  1. Streamlining operations, by introducing a focal point for all interactions with the residents and staff.
  2. Reduce paperwork.
  3. Granular assessment of the staff/departments in the work flow.
  4. Transparency of work/issues’ progress for residents and staff.
  5. Flexibility, and reducing face to face interactions (in light of Covid), and also during after hours and holidays.
  6. Round the clock issues logging.

The Solution

A virtual help desk, eJMB. It is a ticket based, an online help desk customised for strata management. It’s available round the clock, everyday, allowing the bare and vital operations to continue functioning. A resident is able to lodge reports, or forward submissions of applications, and even make payments, or register house guests after hours. Visitors’ registration, especially food deliveries can also be logged into the system.

To experience eJMB first hand, please visit eJMB, and click on ‘Sign In’. The login details is already filled in for demonstration purpose.

Residents’ Portal (Front End)

Figure 2. Customer Login Screen

Figure 3. Customer Login Screen
 Note:

eJMB support multiple languages. Choose a language at the top left.

 

Creating a Ticket

Figure 4a. Opening a New Ticket
 Click ‘Open a new ticket. Choose your topic, and fill in the details. That’s all to it!

 

 

Figure 4b. Opening a New Ticket, Details
 You can even upload a file, or better yet, take a picture with your phone, and upload it to better describe the issue you’re facing. They don’t say a picture is worth a thousand words for nothing!

Note:

While using your mobile phone, clicking on ‘choose them’ will allow you to select a picture on your camera, or capture a new image. On a computer, just drag and drop a file, or ‘choose them’ to browse for the files you want to upload.

 

 

The front end of the system is designed to be as simple as possible for the residents, and accessible on a computer, a smartphone or a tablet, with internet access. eJMB is tailored to be a closed system for the residents. A resident only need a valid e-mail account. The following flow chart explains how the system work.

Figure 5. eJMB Flow Chart

Screen Grabs of eJMB (Front End)

Figure 6. Featured Frequently Asked Questions for common issues

Figure 7. Tickets view of a resident, showing open and closed tickets

Figure 8. For the visitors.
 Visitors’ details can be recorded and accorded the necessary security measures. Residents may also register their house guests or contractors in advance, allowing their guest to simply check in, and park their vehicles if needed.

Staff’s Portal (Back End)

For the back end (staff or agents), the interface is different. For the purpose of this proposal, the link to visit is https://demo.adeeology.my/ejmb/scp.

Figure 9. Backend Login Screen

Here are some screenshots from the agent’s view. You may login to have a feel of the system, or contact me at hello@adeeology.my or call 010-4616553 for a more detailed explanation.

Screen Grabs of eJMB (Back End)

Figure 10. Dashboard Summary

Figure 11. Tickets’ Listing

Figure 12a. Telegram Bot

Figure 12b. Telegram Group Notifications of New Tickets

 

Figure 13. A Ticket Example – Visitor Registration

Figure 14. A Ticket Example – Resident’s Complaint Attended to

Possible usage scenarios

eJMB is not just about logging complaints. It can be customised to include, or complement (subject to other software used) these functions as well. The list is just some of the few (and not limited to) additional features that can be added to the system.

  1. Collection of payments, and invoicing, for maintenance fees, or work deposit.
  2. Application for work (e.g. renovation) orders.
  3. Visitors’ login and tracking (e.g. apply and issue pass in advance).
  4. Parking allocation and tracking for visitors.
  5. Security complaint, round the clock.
  6. Chat boxes are possible, using almost any channels (WhatsApp, Telegram, Facebook Messenger for example) with set time periods (office hours).
  7. ‘Suggestion box’ from the users, to better improve the system.
  8. Enable Work From Home (WFH) for help desk agents, if needed.

The Costing

Pricing is highly dependent on the needs/requirement, with the bulk spent on  the webhosting. The cost can be spread out over the months, as a subscription model, which comes with technical and customer support. If the management choose to host eJMB on its own webhost, training and documentation will be provided, but support will be on a per incident basis.

The plans provided are listed below;

  1. Starter
    RM400 monthly or RM4,320 annually (10% off).
    20GB disk space, 10 user accounts.
    A customised domain name (www.your-name.com.my), with 10 email accounts.
  2. Intermediate
    RM600 monthly or RM6,480 annually (10% off).
    50GB disk space, 30 user accounts.
    A website with 10 email address.
    A customised domain name (www.your-name.com.my), with 30 email accounts.
  3. Super
    RM800 monthly or RM8,640 annually (10% off).
    100GB disk space, 50 user accounts.
    A customised domain name (www.your-name.com.my), with 50 email accounts.
  4. You may already have your own domain and webhost and wish to host eJMB on your webserver. RM6,000 one off payment.

For plan 1, 2 and 3 an advance payment of RM2,000 is required for the webhost and initial setup and training. This fee will be halved if you sign up for a whole year. This means instead of paying RM2,000 for the Starter Plan, and RM400 every month, you only need to pay RM1,000 plus RM4,320, for a saving of RM1,480.

Quoted figures are open for discussion, and clarifications with regards to disk space, and user accounts. You are welcome to explore the system by logging into a live demo of eJMB here. Please forward any enquiries to 010-4616553, or via email at hello@adeeology.my to arrange for a free face to face consultation in Klang Valley.

Note:

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