Translator:Michelle Liao
Editor:Akira Chang

In Taiwan, as long as “living justice” is mentioned, then Tmm-Snail Social Enterprise will come to most people’s minds. [it might be Tmm-Snail Social Enterprise] In the past 30 years, the Tmm-Snail Social Enterprise was close to the rental housing market, to protect renters’ rights. Since 2011, the Tmm-Snail Social Enterprise has been studying, planning, and promoting the Rental Policy. In 2013, the Tmm-Snail Social Enterprise established its own company (TSSE). They used the idea of social enterprise to make their service of operating house rent. The service is about answering landlords and tenants’ needs for “house rent” and “management.”

After 10 years of hard work, TSSE’s business continues to expand. It contains rental housing health inspection, rental matching, property broker, rental housing consultation, dispute resolution, and etc. The continuous line service helps the evaluation and post-rental management. It also helps more groups of tenants to find a comfortable living space. After participating in the government social housing broker in 2017, business volume rapidly increased. The original paperwork, word processing, and can not handle other business models. Therefore, they started to seek digital information.

Rapidly Increase the Business Volume
Challenges Traditional Operations

Zhang Ai Ling (the COO of TSSE) explains that in terms of customer management, the team has always mixed and mashed the manuscript papers and Excel files to record all the information of each customer. Whenever a customer calls, it’s a time-consuming and labor-intensive thing to find the customers’ information. Usually, customer service staff have to ask customers to write down information, call back later, and cannot immediately do online feedback. Additionally, insufficient coherence and perfection of procedures are continuing to bother the team. Such as tenants report for repairs, contact repairmen, dispatching workers, and omissions or errors in manual billing statements.

According to the rental housing market development and the rules of management, after TSSE joins the trade association, there’s more chance to communicate with the same trade. I often hear peers mention JGB Smart Property. I contacted JGB Smart Property at the end of the year, and discovered that JGB Smart Property has been deeply involved in the real estate and the rental (leasing) market for many years. Offers the wide range of the property management system (PMS) , obtaining many peers, and introduced 30,000 TWD from the Taiwan Cloud Market solution subsidy in the first quarter of this year, to start the information relocation, and the customer and service records are gradually moved in.

The Social Enterprise Feature starts from Humanistic Care

After adding the property management system, TSSE successfully achieved the above vision. For example, when the customer calls, due to the digitization of object data, there’s no need to spend time to search for information and immediately search for tenant-related information on the system, effectively improving the efficiency of the process of replying to customer needs. Tenants can leave messages in the system 24 hours a day, and TSSE can deal with it immediately when they go to work to make up for the manpower gap during the off-duty period. In addition, the digital repair record also helps to improve the efficiency of housing conditions. After the tenant pays the rent, they can quickly transfer the rent collection to the landlord after the system settles, so as to avoid account omissions, time delays, and unnecessary phone call disturbances.

Value-added service and relationship improvement are the divine assists brought by cloud tools! TSSE COO Zhang Ai Ling further explained that taking late payment of rent as an example, the first line is a reminder to tenants by the system, and then the second line is called by the customer service staff of TSSE to contact care and understand the reason for the late payment. When it’s found that the tenant is caused by domestic violence, unemployment, unpaid leave, illness, accidents and other factors. Economic difficulties can enter to the third line, refer to social welfare units for assistance, detach from the narrow definition of leasing and broker, implement the mission of social enterprises, and become a part of the warm social safety net!

Three factors and Two keywords, the Digital Transformation Success

Accompanying all the way from the end of last year, the CEO of JGB Smart Property Joanna Tien observed that the successful transformation of TSSE digital upgrade includes the following three elements:

1.Choose an industry that fits you and have high quality system provider Taiwan Cloud Market strictly selects cloud solutions and uses record inspection. The selected system providers must pass a strict review mechanism. The cloud service solutions that are uploaded are mature products of cloud service providers, and the price ensures the most favorable market. It also provides follow-up record inspection, enterprise evaluation and other mechanisms to ensure that the imported service is in place. Coupled with the push of digital point subsidies, it helps TSSE worry-free and painless digital upgrade.

2.Instantly adapt to the trend: in response to the epidemic-driven digital management, remote collaboration, zero contact trend, and electronics and other persistent low-carbon ESG and CSR topics. TSSE immediately adapts to the trend, makes good use of cloud tools, optimizes organizational efficiency, provides heartwarming services, and understands customer needs through cloud tools in real time. Text messages or phone calls help reply to landlords or tenants. 
 

3.Education training and implementation optimization: the JGB Smart Property provides online education and training every week for accounts, contracts, repairs and other topics. After the course, it can continue to learn and understand through videos and operation manuals to help team TSSE gradually master the system and optimize application capabilities in practical operation.

Many small and medium-sized micro-enterprises like TSSE are also thinking about digital transformation. TSSE COO Zhang Ai Ling promoted the two keywords of “early” and “warm”, emphasizing that even enterprises with small business volume in the early stage of operation should be digitally transformed as early as possible, such as paper signing, automated accounting, and repairing. Records are handled by intelligent systems, and extra time can be more focused on business development, customer service, so that enterprises can move into a positive cycle without wasting any time on tedious administrative affairs. In addition to making good use of digital tools, people’s temperatures are indispensable. Make good use of people and machines to work together to improve the internal workflow of enterprises. The system is responsible for accurate data. Human beings communicate with empathy to provide the best service for different people and heart warming！