Putting the power in the hands of your customers to report and book repairs
Dealing with repairs is a very time consuming process with 50-70% of all contact centre calls relating to repairs and each repair requiring an average of 5 calls (source: customer insight). This means organisations currently require a huge amount of resources to deal with just this one area.
To help alleviate this, our Digital Self-Service solution allows your tenants to report repairs and book appointment slots themselves via an app in a matter of minutes, 24 hours a day.
Our repair diagnostic tool enables tenants to pick from a range of categories (which can be fully customised), search for specific issues, add notes and upload photos of the problem. This easy to use tool helps them outline the issue and give you enough information so any replacement parts can be brought to the appointment in order to fix the issue first time.
Once a repair has been logged customers can choose a suitable appointment time, using a scheduling assistant, for the repair to be carried out. Within their app, customers can amend, cancel and send messages related to their repair. Visual reminders about upcoming appointments are used in the app to help reduce the amount of missed/failed appointments.