Cheerful Delivery: Strengthening Core Competitiveness, Helenbergh is Building Delivery Service System of Full Life Cycle

With the development of the industry, delivery has become a focus of attention in the real estate industry. It has been the original aspiration of real estate developers to create a happy home for the owners, which is also where the key lies to the continuous improvement of their market competitiveness.

All the time, Helenbergh China Holdings Limited (Helenbergh) has adhered to the principle of putting customers at the first position and constantly optimized the delivery service according to the market development situation and customers’ experience demands to set up a “Cheers” delivery system, fully enhance its high-quality delivery in the full life cycle and create a warm home for the owners. In this way, it will continuously lead the industry’s delivery standard and work to build a wonderful life in the cities.

Setting Eight Touch Spots in Delivery: Full Coverage, Full Chain and Full Cycle

The high-quality delivery of Helenbergh cannot do without its quality control covering all nodes of the project and its refined service covering the whole chain.

From blueprint development, communication with customers, risk control, delivery and acceptance and delivery service, to the post-delivery community service, Helenbergh’s cheerful delivery covers the entire process before and after the delivery of homes and has formed a complete set of actions linking up the entire process so that the owners can enjoy the building process of “homes”. It will solve their puzzles and worries from home buying to delivery, showcase the well-built products and create an interaction platform to listen to the needs of customers, with an aim to ensure that the customers can enjoy the entire delivery process.

Specifically, based on the concerns of customers, Helenbergh has progressively established a cheerful experience by setting eight main touch spots of delivery service, including Yuejian (blueprint), Yueqian (signing with customers), Yuelai (Helen home letter), Yuekong (risk control), Yueyan (delivery and acceptance), Yuejian (construction site opening and new home experience), Yueshou (acceptance as scheduled) and Yuexiang (community service).

Eight main touch spots in the “cheerful” delivery

At the stage of blueprint development, it mainly covers early design, customers’ sensitive points management, drawing quality control, construction sample management. Helenbergh has regulated the product design standard and its rationality, and effectively avoided drawing defects and strictly controlled the errors. The management of five main construction samples and the process control of engineering quality can effectively guarantee the engineering quality and product quality.

Maintaining smooth communication with the owners is an important task in delivery experience, which is also a focus of Helen home letter stage in the touch spot of “Yuelai”. The link mainly ensures to keep frequent communication with the owners and solve their demands in time.

In the long process after contract signing to delivery, Helenbergh has set up an effective communication mechanism with the owners to avoid information asymmetry between both parties and protect the owners from worries. For example, the actions such as Helen’s home letter, project progress report, wishes for major festivals and birthdays are the main communication methods of Helenbergh with the owners. And the 400 call center is an effective channel for the owners to consult and express their emotions.

The community service stage in the touch spot of “Yuexiang” is where the key to realizing a close-loop delivery system lies. After the owners move into their home, the Helenbergh Property will provide them with services for 24 hours throughout the year. The security staff will make inspection tours and stay on their post. The HI Home app is more convenient online, which will organize community activities from time to time so that the owners can enjoy a wonderful life in the community.

Building “3+2” Delivery System: Controlling Risks, Enhancing Quality and Improving Service

On the basis of the eight touch spots, Helenbergh has strengthened the construction, implementation and optimization of its standardization system. In promoting the delivery, it has created a leading “3+2” cheerful delivery system to ensure delivery quality and management level.

The so-called “3+2” cheerful delivery system mainly comprises three measures, namely ten steps of risk control, four quality inspections and two delivery activities, and two main management tools, namely customer service system and the fine and intelligent construction app online engineering management platform.

The ten steps of risk control apply uniform risk control actions to ensure the delivery quality of projects, covering the entire cycle of the projects and controlling the delivery risks at the source.

Starting from the perspective of customers, Helenbergh has sorted out the risks and risk control at each stage around the key nodes of the project development and implemented risk control throughout the project, from the sensitive point management at the starting meeting to sales supervision, and then to the risk pre-warning at the construction stage, simulated acceptance, construction site opening, new home experience, post-delivery evaluation and case analysis, which formed a close loop of “ten risk control actions”.

A scene of the construction site opening day of Helenbergh

Four quality inspections cover inspection for each home, dual-prevention inspection, quality assessment and effect acceptance. Helenbergh strictly controls the construction and product quality.

In fact, is is the feature of Helenbergh’s delivery system to focus on details of service and keep improving the service granularity. The four quality inspections cover 2,414 points, strictly controlling the construction and product quality and missing no detail.

The inspection for each home adopts 100% field measurement including 48 key points and 323 specific items. The dual-prevention inspection comprises two special inspections, 71 inspection items and 189 detail standards. The quality assessment covers eight quality assessment points, 120 quality inspection items, 161 sub-items and 1,134 specific nodes.

The effect acceptance also covers details, covering 12 effect acceptance modules such as community entrance, homing routes, landscapes and housing facades, 39 inspection items and 329 detail standards.

The delivery effect standard of homing routes

Besides, Helenbergh also holds new home experience day and concentrated delivery day to keep improving the delivery experience for owners. Through such activities, the owners can experience the new homes in advance, discover problems of the homes in time, solve the problems in advance, thus enhancing the satisfaction degree with the delivery. In the concentrated delivery day, Helenbergh provides attentive delivery service so that the owners can go home happily.

Enhancing Delivery Service Granularity: With Warmth, Interaction and Care

All the time, Helenbergh has always paid attention to the delivery service detail and formed high-level delivery site service standard in an effort to provide the owners with better services, welcome the owners home and enhance their happiness living in the community.

On the day of delivery, specific service staff of Helenbergh project will be assigned to guide and keep the order at the parking lot, the entrance and exit of the residential quarter and the delivery site and provide related services.

Besides, Helenbergh decorates the positions such as entrance and exit of the residential quarter, main passages, inside and outside the elevator chambers and the entry doors to enhance the atmosphere at the site and create a noble ceremonious feel of going home. Meanwhile, at the key areas such as sign-in desk and lounge, warm arrangements will be made at the site and many service staff will be assigned to receive the owners. In the course of home inspection and acceptance, the home inspectors will be dressed uniformly and wear a work card to present a professional image to the owners, provide one-to-one professional inspection service and answer related questions that concern the owners.

A warm and happy homing atmosphere is created at the delivery site of Helenbergh Qingyuntai

For example, the delivery site of Helenbergh Qingyuntai allowed the owners to feel the warmth of homes. The staff at the site decorated the site with a warm atmosphere and prepared quite many small surprises for the owners, like hanging greeting cards “Welcome Home” on the door knobs. The rich ceremonious feel allowed the owners to enjoy a better living experience. At the site, the staff made enough preparations to welcome the arrival of each owner. The staff at the site answered the questions of the owners patiently and provided comprehensive and attentive service. The delivery went on in an orderly manner.

The staff of Impression Helen Bay provides the owners with attentive delivery service

Besides, the attentive and considerate delivery service provided by the staff of Impression Helen Bay was also well praised by the owners. The project set warm signs and festive carpets and key wall. The delivery went on in a happy atmosphere. At the sign-in desk, the staff handled related formalities for the owners efficiently and patiently. At the hallway of each home, the staff put objects such as a warm home letter and mineral water to let the owners feel the warm care.

It’s noteworthy that the Impression Helen Bay has actively enhanced the delivery service to make the owners feel at ease and worry-free. It has successfully handled the property ownership certificate for the owners of 20 homes delivered this time, achieving a new breakthrough that the owners received the property ownership certificate upon the delivery. It has also facilitated the implementation of the “Work Plan of Jiangmen City for Issuing the Property Ownership Certificate upon Delivery”.

In 2021, Helenbergh delivered an area near 3 million sqm. Several boutique projects like Helenbergh Qingyuntai, Helenbergh Dacheng Xiaoyuan, Helenbergh Xiangzhou Garden and Helenbergh Guanshanfu were delivered with a good quality, thus winning high praise from the owners and recognition from the market.

Currently, a perfect delivery system is the priority of priorities in the work of real estate developers, as well as the core competitiveness for their development in the future. In 2022, Helenbergh will stay true to its original aspiration and take the “Cheerful” delivery system as its cornerstone, continuously enhance the delivery service, improve the quality and strength and thus create a happy home for more owners.