elk®
70% of approvals handled via WhatsApp
elk® makes project communication faster, cheaper and more personal with WhatsApp via CommuniQate
Results
The project journey in one picture
From one letter with a QR code to the customer satisfaction survey: everything runs through WhatsApp.
Giving approval in a few taps
Buyers and residents receive project updates and approval requests right in WhatsApp. No email left sitting unanswered, no paperwork.
Dear resident, an optional extra is ready for your home: an additional socket in the living room. Review the specification and give your approval straight away.
Give approval
Thank you! Your approval has been recorded. The work will be scheduled and you will receive the confirmation here.
Do you have a question about the project in the meantime? Just ask it in this conversation, we are happy to help.
The challenge
elk® is a construction company that carries out large-scale maintenance and renovation projects, mostly on behalf of housing associations. 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.
- Dozens to sometimes almost a hundred letters per project, all sent by post.
- Around one euro per letter, so the costs quickly added up.
- Letters are static: as soon as the planning changes or an unexpected situation arises, such as extra work or a street that has been dug up, informing residents again quickly is practically impossible.
In this kind of project, clear and timely communication with residents is exactly what matters.
“Residents really compliment us on the communication. They like that everything goes via WhatsApp. As a result, we also notice that approvals come in much more easily.”
The solution
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.
- The QR code determines directly which project the resident is linked to: scanning opens WhatsApp and registers them.
- Updates about the start of the work and changes in the planning run through WhatsApp.
- Approval requests and practical information around the project come in through that same conversation.
From the moment of scanning, all further communication runs digitally. Direct, clear and a better fit with how residents are used to communicating.
How it works in practice
- 1At the start of a project, elk® sends one letter per home containing the QR code for that specific project.
- 2Residents scan the code and are automatically added to the corresponding WhatsApp communication within CommuniQate.
- 3On the back end, housing consultants select a specific project and inform all connected residents at once, so they can respond quickly when the situation calls for it.
- 4Appointments for measuring or handover, for example, are scheduled automatically: residents choose a suitable moment themselves and the appointment is linked directly to a calendar.
Conclusion
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.
Want results like these too?
Book a no-obligation demo and discover what WhatsApp can mean for your organisation.