Automate intake and classification of requests, track SLA, and keep a full request history in the customer portal.
Our clients
The shared-equity buyer claims handling system automates intake, classification, and claims control. HelpDesk logs requests, tracks resolution deadlines, and prepares responses in line with the developer's regulations and Federal Law 214-FZ. HelpDesk, SLA, and a complete request history in one system
A unified HelpDesk service for shared owners
Requests are received through the customer portal, email, website, or phone.
All requests are automatically created in CRM and assigned by category and owner.
Request classification and prioritization
The system distinguishes defects, document requests, construction questions, and financial issues. BI analytics shows the number and trend of requests by type and property.
Response and execution deadlines are controlled automatically by SLA.
Managers receive alerts as deadlines approach, and BI shows metrics for processing time and request closure.
Online request history for shared owners In the customer portal, the client sees the full archive of requests, status updates, and comments.
After the request is closed, the client receives a notification and a copy of the response.
Without a digital service, requests get lost, deadlines are missed, and communication is handled manually. We build a HelpDesk system that unites all inquiry channels, logs defects and documents, monitors SLA, and creates a transparent history of interactions with each customer. The solution includes:
Implement a unified request service with automatic routing.
Classification of inquiries by type:
Track response and resolution times via BI and notifications. Business result:
Reduce lost requests and response time for claims.
Transparent task execution and SLA control for each request.
Increase shared owners' trust and reduce the load on the customer service team. Solutions without unnecessary complexity, from idea and analysis to results
Inquiries from the account, email, website or phone go to a single queue and are created in CRM.
The ticket is categorized by type (defect, documents, construction, finances) - manually by rules or using an LLM classifier.
An owner and deadline are assigned; the system monitors the deadline and escalates overdue items.
Statuses, comments and responses are recorded; homebuyers see the archive in their account.
Intake → Classification → SLA → History
Channels
Classification
SLA
History
Cases
FAQ
Inquiries arrive through the account, email, website or phone and are automatically created in CRM. Each ticket receives a category and an owner, so nothing is lost between channels.
We categorize inquiries by type - defects, documents, construction, finances. Based on accumulated inquiries, you can build an LLM classifier: for one of CIS's top-3 developers, we trained a classifier on 12,000 tickets.
Response and fulfillment deadlines are automatically monitored: managers receive notifications as deadlines approach, and BI shows processing time and the share of on-time resolutions.
Yes. In their account, clients can see all their inquiries, statuses, and comments. After a ticket is closed, they receive a notification and a copy of the response.
Discuss a Project
We'll show you how to receive, classify and close homebuyer claims by SLA - with history in the account and analytics in BI.
