Ikeja GRA Apartments: Service Request Transformation
A 300-unit apartment complex cut service request resolution time from 5 days to 1.2 days by digitizing the entire maintenance workflow with Haag.
The Challenge
Ikeja GRA Apartments, a 300-unit complex, managed maintenance requests through a combination of phone calls, text messages, and in-person visits to the management office. Requests were frequently lost, duplicated, or forgotten. The average resolution time was 5 days, and residents were increasingly frustrated.
The Solution
Haag replaced the ad-hoc system with a structured service request workflow. Residents submit requests with photos via the app, the system auto-assigns to qualified service providers based on category and availability, and all parties track status in real-time. SLA tracking ensures requests are resolved within target timeframes.
Results
Our residents went from frustrated to delighted. The photo-attached requests mean our providers know exactly what they're walking into, and the SLA tracking keeps everyone accountable.
