Specialist customer service solutions provider, Omfax Systems, has secured its first social housing client in mainland Europe.
Glostrup Boligselskab, a housing association based in Copenhagen, Denmark, has bought Keyfax Interview Online, a web based repairs reporting tool that enables tenants to report repairs around the clock.
The system enables easy and accurate diagnosis of repairs by taking tenants through a number of highly usable steps with helpful diagrams to pinpoint the exact nature of the repair required. It then integrates with the organisation’s own systems to enable the repair to be raised and allows the customer to select an appointment time that is convenient for them. The whole process takes less than a few minutes and delivers a seamless service from the tenant’s point of view.
Glostrup Boligselskab’s Director John Møller said:
“Online services are fast becoming the norm and our tenants want to be able to raise repairs online at a time that’s convenient to them. Equally, we want to deliver our services cost effectively – and in doing so, to ensure that the initial diagnosis is accurate so that when we go out to a property we can fix things first time.”
“The clever thing about Keyfax Interview Online is not only that it can integrate with our existing software, but that the diagnosis tool enables customers to self-diagnose with a high degree of accuracy. If the repair is the customer’s own responsibility, it will also provide this advice to them there and then.”
Director of Omfax Systems, Peter Graddon added: “Effective and efficient repairs service delivery is at the heart of most social housing businesses and there is a strong correlation between repairs delivery and overall customer satisfaction, so we work hard to make the product as efficient and usable as possible. Working with Glostrup Boligselskab has also enabled us to deliver our first non-English language version of Keyfax – we look forward to this being the first of many. Social housing in Denmark is based on tenant led organisations, more akin to tenant management co-ops in this country, so Online services for tenants to use fits well with their philosophy.”
To find out more about Keyfax, visit www.omfax.co.uk