Mulder Vastgoedonderhoud

Mulder Vastgoedonderhoud carries out maintenance work every day on behalf of housing associations. From these associations, the team receives work orders with details of tenants whose homes need maintenance. These orders come in through Exact Online Bouw, which serves as the central system for planning and work preparation.

Although the process looks straightforward on paper, scheduling appointments with residents turned out to be a structural challenge. Much of the work has low urgency. Think of regular maintenance or work that causes no direct inconvenience for the resident. As a result, phone calls and emails often went unanswered. A missed call was left unattended and an email was read but not followed up.

For the office team this meant a lot of extra work. Residents had to be called or emailed several times before an appointment was finally made. This caused delays in the planning, unrest in the technicians' schedules and a high workload for the planners.

Together with CommuniQate, we looked at how communication could better match residents' behaviour. WhatsApp turned out to be a logical channel. It is used every day, messages are read quickly and replying feels effortless.

A fixed WhatsApp communication flow was set up that is fully connected to Exact Online Bouw. As soon as a new work order comes in from a housing association, the WhatsApp communication towards the resident starts automatically. No separate actions, no extra steps for the team.

Residents receive a clear WhatsApp message explaining which work is scheduled and how they can easily schedule an appointment themselves. The tone is clear and friendly, fitting the fact that much of the work is not urgent. When a reply does not come, a reminder follows via WhatsApp at preset moments.

Exact Online Bouw is the heart of the process. As soon as a work order is created or comes in from a housing association, the WhatsApp flow via CommuniQate starts automatically. All relevant details are used directly, so no manual input is needed.

Residents receive a clear WhatsApp message explaining the work and an easy option to schedule an appointment themselves. They can do this at a time that suits them, without having to call or email.

When a resident does not reply straight away, friendly reminders are sent automatically. This follow-up runs entirely automatically, while the progress and status stay visible within Exact Online Bouw. The team keeps an overview without having to chase residents themselves.

With CommuniQate, Mulder Vastgoedonderhoud has set up a communication flow that fits the reality of maintenance work in rental homes seamlessly. By cleverly connecting WhatsApp to Exact Online Bouw, residents are reached more effectively, appointments are scheduled faster and calm returns to the organisation.