customer service Business Panorama Youma Service Connect Intelligent Desk Phone, Report for Repair, Satisfaction Evaluation and Risk Management
Youke Cloud·Youma Service

Bring Customer Service,Pre-handover Risk Control and Collaboration Online

Youma Service connects WeChat requests, phone calls, and in-person visits for real estate and property service teams. It covers intake, work-order dispatch, repair coordination, owner reinspection, satisfaction ratings, repair reconciliation, and pre-handover risk control. Every service interaction is recorded, building a continuous history for each property and customer.

Book a demo of Youma Service Check out the three core products
customer service business panorama · Maintenance, satisfaction and risk control collaboration
01
Maintenance management

Reception, dispatch, maintenance, reinspection, evaluation and reconciliation

02
satisfaction management

Surveys, analysis, customer retention and special project enhancement

03
Risk control management

Standards, inspections, corrections, items and experience reuse

Youma Service Product Panorama

Three Core Products across Service, Feedback and Proactive Risk Control

Maintenance management to undertake customer demands, satisfaction management continuous collection of feedback, risk control management inspection and experience to the project site; one household, one customer, one file for the three business lines to provide unified data support.

Three End-to-End Business Workflows

Reception, dispatch, maintenance, evaluation, inspection, rectification and reuse are continuously online

01Customer repair service closed loop
  1. WeChat/Call/Visit
  2. Reception registration
  3. One-click dispatch
  4. Repair and reinspection
  5. satisfaction rating
  6. Maintenance reconciliation
02Satisfaction improvement closed loop
  1. Business touchpoint
  2. Automatic survey
  3. multichannel evaluation
  4. satisfaction analysis
  5. Customer Retention
  6. Special project promotion
03Risk pre-control and reuse closed loop
  1. risk standard
  2. Inspection plan
  3. mobile inspection
  4. rectification and reinspection
  5. defect summary
  6. New project reuse
01/Maintenance Management

Close the Full Customer-request and Repair Workflow across Every Channel

Maintenance management unifies repair requests from WeChat, intelligent telephony and in-person visits. Customer-service teams register and dispatch each request; contractors handle warranty issues, while property teams or third parties handle other repairs. Owner reinspection closes the service record with a satisfaction rating, and third-party work continues into reconciliation and settlement.

standard implementationefficient collaborationTransparent progressevaluation closed loopman-hour quantification
01Multi-channel reception

WeChat reports, calls, and visits will enter the platform uniformly

02Reception registration

View customer relationships, record requests and problem categories

03One-click dispatch

Customer service concierges, engineers or contractors accept work orders

04Maintenance collaboration

Continuous feedback on progress, instructions and live pictures

05Owner reinspection

The customer confirms the processing result and fails to continue rectification.

06satisfaction rating

No or bad reviews will automatically enter the follow-up.

07Maintenance reconciliation

Third-party maintenance task summary, reconciliation and settlement

08Archive capture

Complete filing of rooms, guests and events

Maintenance Management Intelligent Desk Phone

Use Intelligent Desk Phones to Make Customer Service Faster and More Digital

The intelligent desk phone is independently developed by Youma Technology and is specially designed for real estate and property enterprises. It integrates smart calls and customer service services. Incoming calls pop-up screens, one file per household, smart work orders and customer follow-ups are integrated into the same service process.

Youma Service intelligent desk phone main screen displays phone, work order, follow-up and file entrance
Intelligent Desk Phone Task processing at a glance, real-time progress control
Youma Service intelligent desk phone call pop-up screen and work order software interface
Incoming call pop-up screen Incoming call smart pop-up screen, customer relationship ticket instant grasp
Youma Service intelligent desk phone connection registration and one-click dispatch software interface
Reception and dispatch Quick registration during the power connection process, and the order will be dispatched immediately after receiving the order.
01
Incoming call pop-up screen

Shows customer, property, historical ticket and customer relationship information when the phone is connected.

02
Reception and dispatch

During the call, record the request, select the handler, and complete the dispatch.

03
Task and progress

Check the status of tasks assigned, in progress, closed, etc. and the person responsible.

04
customer follow-up

Satisfied follow-up automatically enters to be done, and supports quick follow-up registration.

Maintenance management and report for repair

Route Work Orders Online and Preserve Discovery, Rectification and Reinspection Records

Customer requests from Mini Programs, apps, phone calls, and in-person visits enter one platform. Service teams register the request and dispatch it in one step; engineers or contractors accept, resolve, and update it in real time, while customers track progress and confirm the result.

Youma Service Request and Repair Task List with Status and Progress
Product software interface
Task list and progress guide

Task status, processing timeliness, and responsibility roles are clearly visible.

Youma Service customer reception registration and quick order dispatch software interface
Product software interface
Customer relationship card reception and express delivery

Check customer and historical service records during reception, complete problem registration and dispatch.

  1. customer Submit questions, check progress, and re-evaluate.
  2. customer service Unified reception, registration classification, one-click dispatch
  3. Engineer/Contractor mobile order receiving, rectification feedback, uploading on-site records
  4. manager View timeliness, abnormal tasks, and personnel workload
Maintenance management and maintenance reconciliation

Consolidate Maintenance Tasks and Manage Reconciliation and Settlement Online

When registering a work order, distinguish between internal maintenance and external maintenance. Internal maintenance problems enter the contractor for rectification and maintenance, and external maintenance problems enter the property or third-party maintenance. The platform summarizes third-party maintenance tasks to keep the task source, processing records and cost basis consistent.

Online records of reconciliation cycles, statements, contractor confirmations, and objections are processed to keep tasks, expenses, and processing results in line.Consult maintenance reconciliation plan
  1. 01 Maintenance coverage identification

    When registering a work order, distinguish between internal maintenance and external maintenance.

  2. 02 Maintenance task collection

    Third-party maintenance tasks are summarized by project and responsible unit.

  3. 03 Automatic reconciliation

    The cost is based on the retrospective corresponding work order and processing records.

  4. 04 Settlement management

    Generate settlement evidence from the project rules agreed by both parties.

02/Satisfaction Management

Build an Online Customer-satisfaction Management Platform

Satisfaction management covers customer life cycle service touchpoints. The platform automatically initiates surveys according to business nodes, and collects customer feedback through SMS, WeChat, Mini Program, APP, phone and other channels; real-time statistics of survey results, low-score evaluations automatically enter customer maintenance, and satisfaction shortcomings form special project improvement plans.

Full cycle touchpointmulti-channel reachInstant commentLow-rating Follow-upSpecial project promotion
customer lifecycle
  1. 01 Intention period
  2. 02 subscribe
  3. 03 sign a contract
  4. 04 prospective owner
  5. 05 Running-in period
  6. 06 stable period
  7. 07 Old owner

Sales Service · Post-Contract Service · Receipt Service · Repair Service · Complaint Service · Property Service · Housing Quality and Environment

Satisfaction Management, Surveys and Reach

Manage Lifecycle Touchpoints with Flexible Survey and Delivery Rules

Configure survey audiences by group, city company, project, customer stage, business scenario or customer-profile tag. Questionnaires support multiple question types, scoring, branching logic and low-score reasons, with response collection tracked across channels.

Youma Service Satisfaction Survey Plan Scope, Phase and Push Rules Configuration Software Interface
Product software interface
Create a surveys plan

Configure survey scope, valid period, and push rules by scene touchpoint, customer stage, and label.

Youma Service satisfaction questionnaire questions jumping logic and logic preview software interface
Product software interface
Questionnaire logical setting

Customize question types, scoring, and jumping logic, and continue to collect specific reasons when scoring low.

SMS notificationWeChat official account/service numberMini ProgramAPPTelephoneH5 QR code
Satisfaction management, analysis and improvement

See Satisfaction Strengths and Gaps as Feedback Arrives

Managers can view the survey progress and follow-up details, and analyze satisfaction trends by month, year, customer stage, company and project. Low-scoring customers enter a clear maintenance process, and service shortcomings form a special project improvement plan.

Youma Service Satisfaction Analysis Displays overall data, satisfaction metrics, and reasons for dissatisfaction Software interface
Product software interface
satisfaction analysis

Identify service performance from trends, indicators, and reasons for dissatisfaction, and continue to track surveys progress and maintain low scores.

Youma Service Low-score evaluation Automatically generates conditional configuration software interface for customer retention tasks
Product software interface
Low-rating Follow-up Criteria

Automatically generate customer retention tasks based on low scores and problem items.

  1. 01 surveys tracking

    Check the follow-up, follow-up, returning rate and details.

  2. 02 satisfaction analysis

    Identify problems by stage, company, project, and key customer groups.

  3. 03 Unsatisfied customer retention

    Review the original evaluation, make an appointment, and report the maintenance results.

  4. 04 Special project promotion

    Clarify the scope, measures, cycle, and responsible persons, and continuously report on progress.

Customer evaluation feedback is more timely, and service improvement is more timely.
03/risk control management

Bring Proactive Risk Control, Rectification and Knowledge Reuse Online

Risk control management is oriented to scenarios such as project opening, delivery inspection, risk inspection, simulated acceptance, maintenance rectification and warranty services, and unifies risk judgment levels and inspection standards. On-site inspection by mobile app item by item, photo registration, and multi-department joint judgment are entered into rectification, reinspection and cancellation.

uniform standardplan inspectionmobile registrationRectification and CloseoutEmpirical reuse
Risk control management · Risk standard

Clear Control Points and Consistent Risk Criteria

The platform sorts out inspection standards around national norms, corporate standards, customer and brand crisis impact, cost loss, product convenience and practicality. Groups and projects configure inspection items, risk levels and passing conditions according to unified rules.

Youma Service risk control management S, A, B, C risk level definition software interface
Product software interface
S/A/B/C risk level

Establish a unified judgment standard based on impact, specification, function, and experience.

Youma Service risk control check node does not go through the rules software interface
Product software interface
Node does not pass the rule

Set the fail condition according to the check node, and the on-site inspection is performed according to the list.

Risk control, inspection and rectification

Plan Ahead and Inspect On Site against Standards

The project can create multiple batches of risk inspection plans, and the system generates tasks according to the plan and reminds the responsible person; the inspectors score items by item through the mobile app, take pictures of registration problems, and enter the rectification, reinspection and cancellation after the multi-department completion of the judgment.

Youma Service risk control management mobile app item-by-item inspection, registration of problems and submission of results software interfaceMobile app item by item check
  1. 01
    Inspection plan

    Configure nodes, scopes, inspectors, and data requirements by project and batch

  2. 02
    mobile inspection

    Inspectors score item by item and take pictures to register on-site problems

  3. 03
    joint judgment

    Clarify the scope of impact, risk level, lead person and time limit for rectification

  4. 04
    rectification

    Responsible person feedback on the plan, progress and site results

  5. 05
    Re-inspection cancellation

    After the reinspection is passed, the pin item will be completed, and the process will continue to be archived.

Project openingDelivery inspectionRisk checksimulated acceptancemaintenance and rectificationWarranty service
Risk control, defects and cases

Prevent Repeat Issues, Reduce Waste and Improve Customer Satisfaction

Product and service defects are continuously collected from opening, delivery, inspection, repair, complaint and satisfaction surveys. Major defects are captured into cases, defect manuals and pre-control plans for reuse during the design, construction, sales and service phases of new projects.

  1. defect collection
  2. defect generation
  3. Defective decision
  4. defect rectification
  5. defect summary
  6. New project reuse
Youma Service typical problem photos, good practices and standard solutions software interface
Product software interface
Case Standard Scheme

Typical problems, good practices and solutions are captured online for reference in subsequent projects.

Youma Service risk control data name, format, scope of application and responsible department configuration software interface
Product software interface
Risk control information standard

Default data name, format, scope of application and responsible department according to check node.

Youma Service risk control data upload, review, rectification and archiving status software interface
Product software interface
Data archiving and version

Upload, review, rectify and archive status online management.

Let the "Typical Case Library of Enterprises" "live", learn from each other's experiences and lessons, and reduce repeated mistakes.
Three major products share data support

Keep a Continuous Service Record for Every Household and Customer

Rooms, occupants, delivery, reporting, payment, and operation records are collected around the space; property purchases, service records, satisfaction, and expenses are accumulated around the customer, providing a continuous context for intelligent desk phone pop-ups, customer reception, satisfaction analysis, and risk tracking.

Youma Service A software interface for archiving room, occupancy, delivery and service records
Product software interface
One Record for Every Household

Room, occupant, delivery, repair, and operation records are centralized in each suite, and key service processes are continuously written back.

One Profile for Every Customer

From an incoming call, back to the full customer service context

Customer basic information, space under the name, historical reports, satisfaction and expense records are continuously collected, and authorized positions can be quickly retrieved at the reception.

  • relational aggregation

    Clients, family members, space, and property ownership are all related.

  • service capture

    Work orders, follow-ups, satisfaction and expense records are accumulated with the service.

  • permission control

    Identity and contact information are viewed by role authorization.

Business FAQ

FAQ

Key business processes and collaboration methods are described around reporting and repair, intelligent desk phones, satisfaction surveys, customer retention, pre-handover risk control, rectification and reuse and system connection.

Q1 What are the main core products of Youma Service?

Youma Service covers maintenance, satisfaction, and risk management. Maintenance includes intelligent telephony, service and repair requests, repair coordination, and reconciliation. Satisfaction includes touchpoint ratings, surveys, analytics, customer follow-up, and targeted improvement. Risk management includes risk standards, inspection plans, mobile inspections, rectification and closeout, defect feedback, and reusable case knowledge.

Q2 What customer service services can intelligent desk phones handle?

The intelligent desk phone supports incoming call pop-up screen, one file per household, reception registration, one-click dispatch, pending tasks, progress inquiry and customer follow-up. Customer service can directly view customer and work order information when answering the phone, and complete registration and order dispatch during the call.

Q3 How do reports for repairs circulate between customer service, engineers, and contractors?

Customer requests enter one platform from WeChat, phone calls or in-person visits. Customer-service teams register and dispatch each request; contractors handle warranty issues, while property teams or third parties handle other repairs. Assignees accept work orders and update progress online, and the record is closed after customer reinspection and a satisfaction rating.

Q4 What is currently covered in maintenance reconciliation?

The current product information clarifies the third-party maintenance task statistics, automatic reconciliation and real-time settlement capabilities. Detailed rules such as reconciliation cycle, settlement form, contractor confirmation and objection processing need to be confirmed in combination with the current product version and project scope.

Q5 What conditions can satisfaction surveys be initiated under?

Surveys can be configured by group, city company, project, business scenario, customer stage and customer-profile tag, with rules for validity periods, delivery times, channels, failed-delivery retries and response reminders.

Q6 What should be done after a customer gives a low score?

The questionnaire can continue to collect the reasons for dissatisfaction when the score is low. The system automatically generates customer retention tasks according to maintenance conditions, and the executor checks the original evaluation, makes an appointment for door-to-door, completes maintenance registration and reports the results.

Q7 Which project phases are covered by risk control management?

Risks and defects can be continuously collected from project opening, delivery inspection, risk inspection, mock acceptance, repair rectification, warranty process, owner complaints and satisfaction surveys. The resulting cases and pre-control measures can be reused in the design, construction, sales, occupancy warranty and property service phases.

Q8 How do risk issues form a closed loop rectification?

After the inspection finds the problem, multiple departments complete the joint judgment online, and clarify the scope of influence, risk level, lead person and rectification time limit. The problem is circulated according to the assignment, rectification, reinspection and write-off items, and the processing process continues to leave traces.

Youke Cloud related products

Connect Customer Service to Handover, Operations and Property Execution

Youma Service Product Demo

Start with a Youma Service Demo

Combining a real-life reporting, satisfaction survey, or risk inspection scenario, we will demonstrate the corresponding capabilities according to the business actions of reception, dispatch, maintenance, evaluation, inspection, rectification, and reuse, and explain the connection with the existing system.

Book a demo of Youma Service Check out the three core products