When the city recently experienced relentless downpours and consequential flooding, it wasn't just a weather event - it was a test of endurance for many, including us at Daisy. When managing condos and co-ops, navigating flooding and leaks etc, goes beyond addressing the obvious logistical and operational challenges. It's about the holistic approach to crisis management, ensuring people’s homes remain safe and secure, and providing reassurance and support during uncertain and chaotic times.
Such incidents bring into sharp focus the extent of our impact and the essential role we play in our customers' lives. We perceive these weather-induced crisis situations as a three-pronged approach - proactive communication and planning, real-time logistics management, and, crucially, consistent resident support.
During the heavy rains we kept our residents informed about impactful local developments. Through the Daisy App and emails, we shared updates on the flood status, the State of Emergency, arrival of support teams, and our specific action plans to address building-related issues.
On an ordinary day, we field about 101 outreaches, respond in 66 seconds on average, and close 61% of the addressed cases. The day was undoubtedly more demanding than usual, with 228 outreaches received from residents and owners. Despite the increased volume, our response time remained consistently quick, 66 seconds on average. What’s more - we managed to close nearly half of the issues raised that day. The fact that our infrastructure enabled us to maintain the same level of service amid a crisis is evidence that we're well-equipped to handle emergencies effectively.
By implementing systems that track our response and resolution times, requests, and conversations, we gain the ability to pinpoint issues and improve processes continually. These moments of crisis are not just challenges; they are opportunities for learning and growth.
Because when the next storm hits - we want to be even better prepared and more effective. Our eyes are already on the future: learning, improving, and evolving to ensure we're always there for our residents, come rain or shine.