Mulder Vastgoedonderhoud
94% of residents schedule an appointment themselves within 5 days
Mulder Vastgoedonderhoud brings calm and predictability to its planning with WhatsApp via CommuniQate
Results
The customer journey in one picture
From work order in Exact Online Bouw to the technician at the door: every step runs through the same WhatsApp conversation.
How a resident schedules the appointment themselves
As soon as a work order comes in through Exact Online Bouw, the resident automatically receives this WhatsApp message. Scheduling takes less than a minute, without a single phone call.
Good morning! Maintenance work on your home is scheduled soon: replacing the window frames. Simply pick a moment that suits you below.
Schedule appointment
Choose the moment that suits you best:
Wednesday 13:00 - 16:00
Your appointment is booked. You will automatically receive a reminder one day beforehand. Have a nice day!
The challenge
Mulder Vastgoedonderhoud carries out maintenance work every day on behalf of housing associations. Work orders with tenant details come in through Exact Online Bouw, the central system for planning and work preparation. Straightforward on paper, but scheduling appointments with residents turned out to be a structural challenge.
- Low urgency: much of the work is regular maintenance or causes no direct inconvenience for the resident.
- No response: a missed call was left unattended and an email was read but not followed up.
- A lot of repeat 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.
“This works ideally for us. It is pleasant for residents and it saves us an enormous amount of time.”
The solution
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, fully connected to Exact Online Bouw.
- A clear message explaining which work is scheduled and how residents can easily schedule an appointment themselves.
- A clear and friendly tone, fitting the fact that much of the work is not urgent.
- Reminders via WhatsApp at preset moments when a reply does not come.
As soon as a new work order comes in from a housing association, the communication starts automatically. No separate actions, no extra steps for the team.
How it works in practice
Exact Online Bouw is the heart of the process.
- 1A work order is created or comes in from a housing association.
- 2The WhatsApp flow via CommuniQate starts automatically and uses all relevant details directly, without manual input.
- 3The resident receives a clear message explaining the work and schedules an appointment at a time that suits them.
- 4When a reply does not come, friendly reminders are sent automatically.
- 5Progress and status stay visible within Exact Online Bouw, so the team keeps an overview without having to chase residents.
Conclusion
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.
Want results like these too?
Book a no-obligation demo and discover what WhatsApp can mean for your organisation.