elk®

elk® is a construction company that carries out large-scale maintenance and renovation projects, mostly on behalf of housing associations. In this kind of project, clear and timely communication with residents is essential. Before the work starts, during the execution and at handover, residents need to be well informed about what is going to happen.

Traditionally, this communication went through letters by post. Per project, dozens to sometimes almost a hundred letters were sent. At a cost of around one euro per letter, this quickly added up. In addition, this way of communicating had clear limitations. Letters are static. As soon as something changes in the planning or when unexpected situations arise, such as extra work or a street that has been dug up, it is practically impossible to inform residents again quickly.

Together with CommuniQate, elk® chose WhatsApp as the central communication channel within projects. Instead of several letters per project, residents receive one physical letter with a clear explanation and a QR code.

When residents scan this QR code, they automatically end up in WhatsApp and are registered for the right project. The QR code determines directly which project the resident is linked to. From that moment on, all further communication runs digitally via WhatsApp.

Via WhatsApp, residents receive updates about the start of the work, approval requests, changes in the planning and practical information around the project. The communication is direct, clear and fits better with how residents are used to communicating.

At the start of a project, elk® sends one letter per home containing the QR code for that specific project. As soon as residents scan it, they are automatically added to the corresponding WhatsApp communication within CommuniQate.

On the back end, housing consultants can easily select a specific project and inform all connected residents at once. This makes it possible to respond quickly when the situation calls for it.

Practical matters are handled via WhatsApp too. Appointments for measuring or handover, for example, are scheduled automatically. Residents choose a suitable moment themselves and the appointment is linked directly to a calendar.

With CommuniQate, elk® has reorganised its project communication. By combining WhatsApp with QR codes, automated appointments and customer satisfaction surveys, expensive and slow postal communication has been replaced by direct, interactive communication with residents. The result is lower costs, higher resident satisfaction and more grip on large-scale maintenance projects.