Application of the digital twin in the after-sales of multifamily homes to improve the quality dossier of technical common areas

Abstract

In this study, the application of the virtual model was carried out in the post-sales phase of a multifamily housing project, specifically in technical common areas. A virtual model was developed to improve the quality dossier. In addition, an analysis was carried out with the expert judgment tool to identify the main problems in traditional after-sales, highlighting the importance of implementing digital in this service and the relevant restrictions to consider during its implementation. The results obtained from the expert judgment revealed that customer dissatisfaction with the traditional after-sales management system is a significant problem for more than 80% of the experts. The implementation of the virtual after-sales system presented various benefits, such as improving the quality of information, improving the resolution of complaints and facilitating the interaction between all parties involved. As a result, a decrease in the number of complaints from customers, an improvement in the quality dossier and greater satisfaction with the service provided was observed.