Back Office as a Service
Your residents call us and we pick up. Customer contact, urgency assessment and technical administration taken off your hands. You stay in control.
- Your system
- We work in your own ticketing or job management system
- On your behalf
- Always under our own name: your calling card with the resident
- Everything on record
- Time, contact, action and closure
Why this is more work than it looks
Taking the call is the smallest part of the job. After that someone has to judge whether it is a leak or a lukewarm shower. Whether it affects one home or the whole block. Which party is on the hook and when they can be there. And whether the resident has been told. Every one of those steps has to be logged as well.
That work also comes in waves. On the first cold morning of the year the phone never stops; three weeks later it barely rings. A fixed headcount is by definition too large or too small at the wrong moment.
What we take on
- Taking reports by phone or email
- Assessing urgency according to the rules you agree with us
- Remote diagnosis where monitoring is connected to the installation, so a visit is sometimes unnecessary
- Tasking the right party: our own engineers or your contracted partner
- Confirming to the resident when someone will attend
- Tracking until the fault is resolved, and reporting back to you
- Logging everything: time, contact, action, closure
What you get back
The Dutch Heat Act obliges you to record faults and publish that register annually; the regulator ACM supervises it. That register is not a by-product of customer contact but its direct output. We deliver it in the form you need, and in the field we work to keep repair times inside the threshold.
If you work with your own ticketing or job management system, we work in it. You do not need an integration built and nothing changes at your end.
On your behalf, under our own name
We act on behalf of your organisation, always under our own name. The resident reaches SVS Warmteservice, as a partner of your organisation. That moves faster, because the party answering is also the party attending. That makes us your calling card with the resident.
What we do not take over is your control. You set the urgency rules, the response times and who may pick up which fault. We carry that out and record it.
- Your housing stock is growing faster than your back office
- There is currently no cover outside office hours
- A new district is being handed over and generates a temporary spike in reports
- Holidays, sickness or staff turnover make cover unreliable
- Reporting to the regulator takes more time than the work itself
When this fits
We work throughout the Netherlands, with Houten as our base.
Wondering what this means for your installations?
Tell us what is going on. We will think it through with you, and say so honestly if something is not a fit for us.
Our other services
Service and maintenance for heat interface unitsCall-out service and maintenance for heat interface units of every make Maintenance of district heating substationsMaintenance on the substation that connects the building to the network Commissioning of heat interface unitsCommissioning heat interface units, with a report per dwelling Radiator and underfloor heating serviceWe resolve the complaints that do not sit with the unit Thermostats and controlsChoosing, setting up and explaining the controls Service & maintenanceContracts, the call-out service 24 hours a day and the Heat Act