Helenbergh Creates a New Model of Good Life by Upgrading Whole-cycle Quality Delivery System

The real estate industry has entered a new stage of development, with challenges and opportunities coexisting. Real estate companies can only build brand influence and core competitiveness by continuously improving the soft strength of their services while building on the hard strength of their products.

On the basis of improving the comprehensive development strength, Helenbergh China Holdings Limited (short for Helenbergh) takes the customer as the center, optimizes the whole process of delivery services, comprehensively upgrades the whole cycle of quality delivery system, and builds a warm and caring living community, which provides a new development model in the process of building a beautiful city life nowadays.

Full service coverage to create a “6H heart life service system”

Nowadays, the competition in the industry has entered deep water zone with increasingly serious differentiation spreading to all aspects. Take housing delivery as an example, some real estate companies have elevated perfect delivery to the company’s strategic level and are constantly improving it.

Headquartered in Guangdong, Helenbergh is a typical real estate enterprise that has continuously improved and upgraded its quality delivery. Facing the new period of the industry, Helenbergh takes the initiative to strengthen the refinement management, match the service system around the customer resources and upgrade the product design, casting the core competitiveness of the future development of the enterprise.

Only by continuously enriching the connotation of serving customers and expanding the service extension can we truly gain the recognition of customers and win the market in the fierce market competition. However, it is not easy to establish a perfect service system, and it is even more difficult to make every link perfect from customer visit → purchase → waiting → delivery → moving in.

Based on the profound insight of urban residence and the service concept of customer first, Helenbergh has precisely created a number of star product IPs and provided customers with more intelligent, convenient, healthy and warm whole-life service for a better life with perfect service quality and good user experience.

At present, the whole real estate industry has long crossed from the resource era into the C-terminus era. The house gradually returns from investment properties to consumption properties, so consumers’ requirements for quality are getting higher and higher, and service power becomes the core competitiveness of real estate enterprises.

From the reception of house viewing to contracting in the early stage, from site opening to delivery and housewarming, as well as a series of colorful community services and renewal experience in the later stage, covering the whole process of real estate development, Helenbergh serves its owners in the whole cycle.

6H Heart Life Service System

The customer service of Helenbergh, which is based on “6H Heart Life Service”, namely “Happy house viewing, Honesty contracting, Hope anticipation, Harvest effortless acceptance and Host joyful relocation, Home comfortable living”, further enhances owners’ experience and perception of enjoying community services by implementing services in the smallest detail.

Helenbergh has explored the “property service + life service” model to meet the needs of owners’ life. By integrating the online service platform “Hi-ju” and the offline service center, it continues to deepen the value-added services such as medical and health care, beauty and home decoration, community mall and asset rental and sale, providing owners with more convenient and richer community services and realizing differentiated and personalized property services.

In addition, Helenbergh Property is committed to promoting the construction of smart communities through technology empowerment, introducing intelligent technology equipment, accelerating the upgrade of intelligent hardware and software, and continuously improving the “whole life cycle service system for good living”.

Let owners feel more at ease with the “five-step” intelligent risk control guarantee

Before the delivery, let the owners feel at ease.

As a builder of good life, Helenbergh sticks to its original intention and creates the “five-step” intelligent risk control from the perspective of owners’ living experience and the company’s long-term development interests.

The “five-step” intelligent risk control system

Specifically, the “five-step” intelligent customer service risk control system covers five key nodes: full policy meeting, construction plan review, exhibition area opening, site open day, and contract delivery, and summarizes 14 inspection nodes, integrating each detailed inspection content in the five main operation plan nodes, and implementing customer risk control inspections simultaneously with the advancement of engineering nodes to truly achieve no missing inspection and no missing items, ensuring the implementation of “whole process risk control”.

Through the “five-step” intelligent customer service risk control system, the progress of the implementation of customer risk control nodes can be grasped, customer risk control issues can be tracked, customer risk can be assessed, customer risk control management responsibility can be traced, and customer risk control cases can be precipitated, forming a management closed loop of “risk identification - risk assessment - risk response - risk supervision - case precipitation”.

For example, Helenbergh has insight into the needs of customers and has launched the “Site Open Day” activity, which aims to strengthen the communication with the owners and show every aspect of the construction around the key scenes that the owners are concerned about.

In Chengdu, Nanjing, Jinan, Hefei, Zhenjiang and many other projects, Helenbergh has carried out “Beautiful Home - Zero Distance” site open day activities one after another, inviting owners to explore the “inner workings” of Helenbergh, allowing customers to directly participate in experiencing the growth story of their homes, understanding the construction process, management standards and workmanship and other aspects and previewing their beautiful life.

From September 23 to 24 this year, the delivery of Helenbergh Qingyuntai took place, and the laughter of the owners when they returned home could be seen everywhere in the community. At the delivery site, the atmosphere was very cordial, and the on-site delivery staff enthusiastically guided the owners to make the delivery. Helenbergh’s attentive and meticulous quality delivery whole process service was also obviously reflected at this moment, which won wide recognition from the owners.

The project welcomes owners with grand decoration

The project enthusiastically receives owners and provides related delivery services

After moving in, it makes the owners comfortable.

Achieving quality delivery also requires later service support, and Helenbergh has gradually built and improved the closed-loop service system.

In 2012, Helenbergh officially took 4008-168-580 Helenbergh national customer service hotline as a window to provide multiple service contents such as consultation, complaint and repair.

In 2013, Helenbergh began to launch a full-cycle customer service satisfaction research, through online, door-to-door visits, telephone and other research methods.

In 2020, the WeChat official account of “Helenbergh Customer Service” opened mobile online customer service, providing online services for the majority of owners, who can enjoy mobile owner’s rights and benefits without leaving home.

Helenbergh provides quality maintenance services for homeowners, with strict control requirements from reporting to problem acceptance closure. The owners can report the repair through three channels: hotline, reception desk and official account, monitor the progress of repair through cell phone, and make satisfactory evaluation of the repair result. Helenbergh maintenance service pays attention to every detail and strives to achieve “courteous service, effective communication, repair and inspection.”

Helenbergh has rich customer care activities. The characteristic “door knocking” activities solve a variety of problems for owners. Each activity of Helenbergh strives for customer satisfaction.

360-degree devotion service mode

In addition, through more intimate and wise property services, Helenbergh takes the owner’s living needs and psychological feelings as the entry point to create a whole life cycle service system throughout the real estate development process, forming its own characteristic “360-degree devotion service model”. The “360-degree service model” features harmonious, moderate, warm, healthy, sunny and meticulous services, and constantly builds a perfect customer service system to provide owners with multiple scenes and diversified high-quality property services.  

Good products and services support the long-term stable development of the enterprise

According to the information, Helenbergh was founded in 1998 and has developed into a conglomerate that covers various fields such as residential development, commercial operation and creative technology industry and focuses on five regions: Pearl River Delta region, Yangtze River Delta region, Beijing-Tianjin-Hebei region, West China and Central China.

As of June 30, 2021, Helenbergh’s business spreads across 52 cities in 16 provinces and municipalities directly under the central government, with a land reserve of approximately 32.37 million square meters and a land reserve value of nearly 400 billion yuan, and a total of over 200 high-quality boutique projects, providing high-quality products and services to over 600,000 customers.

In terms of residential properties, on the basis of the original six classic product lines, Helenbergh further pinpoints its customer base and is committed to creating a more perfect home for customers with different needs, building new residential product line IPs: Xiyue Series, Jiuyue Series and Heyue Series.

In terms of commercial brands, Helenbergh has strategically built three commercial brand IPs: Hello World, Hello City and Hello Plaza, covering one-stop shopping centers, mid- to high-end commercial complexes and community shopping plazas, to provide a wonderful commercial experience for the city with professional operation and management level. At present, there are nearly 20 commercial projects under construction and operation in Shanghai, Guangzhou, Kunming, Chengdu, Nanjing and other cities.

In addition, Helenbergh has also created many creative industrial park benchmarks. Among them, Guangzhou Helenbergh Creative Park has accumulated more than 300 enterprises, including more than ten well-known enterprises such as Baidu, Alibaba, Zhejiang Chint, Germany D&A, PAK, Jomoo Commercial with the annual output value of more than 5 billion yuan. Helenbergh Wisdom Jinshan - Ecological Green Valley was also officially launched in June this year, with a total investment of about 5.15 billion yuan. It will be divided into Qihai ecological green valley, energy saving and environmental protection, urban life bay, plan and construct enterprise R & D innovation center, corporate headquarters office, and strive to build the project into a science and technology research highland that gathers R & D talent and industrial innovation.

As a platform of Helenbergh Property, Haiyue Life has been developing steadily. As of May 2021, Haiyue Life has a contracted area of over 40 million square meters, covering a variety of business types including residential properties, industrial parks, shopping centers and office buildings, and has formed three core businesses: property management services, non-owner value-added services and community value-added services.

Adhering to the concept of “Dedicated service, better life”, Haiyue Life always pays attention to the relationship between people and cities, people and buildings, and people and people, and carries people’s desire for ideal life, thinks deeply about the service change points in accordance with the changes of the times, combines with intelligent applications, explores new boundaries of services, and provides more new possibilities in service channel iteration and service content innovation.

“House purchase takes little time but property accompanies you all along”. After the pandemic, home buyers pay much attention to the choice of property before buying a house and will know the property management company in advance. Therefore, a good property can also drive the value of the house itself.

In fact, quality community service also boosts the performance of Haiyue Life. From 2018 to 2020, Haiyue Life’s revenue compound annual growth rate was 27.3% and corporate net profit compound annual growth rate was 45.4%, which has won the industry recognition and investment market’s favor by its steady and high-speed growth trend.

Good products and good services are the two essential dimensions for real estate enterprises to achieve long-term development. All along, Helenbergh has been focusing on product research and fine services, constantly iterating the residential product IP and continuously improving the community services, forging the industry-leading market competitiveness and providing strong support for steady development.