Omfax Systems has published Shifting Thinking: emerging approaches to Customer Service delivery in housing to coincide with this week-long initiative, to raise awareness of the importance of customer service and the vital role it plays in successful business practice.
Established in 1989, Omfax is known throughout the social housing sector for its Keyfax Inter•View software, as well as handbooks, guides and eLearning; all created specifically to respond to the communication challenges of social housing organisations, from housing associations to ALMOs.
Peter Graddon, Omfax Director, said: "We are delighted to be involved in National Customer Service Week and to be marking it with the release of our latest Whitepaper. The fact is that good customer service is now expected by all - it’s not a ‘nice to have’, it’s a minimum that is expected - and for many people it is a clear indication of how an organisation is performing more widely. It’s about giving the same commitment and importance to measuring your performance on social values, as you do to measuring performance on other business objectives.
Mr Graddon added that as budgets are squeezed, there are opportunities to put customer service at the heart of the efficiency agenda. “The day-to-day contact with customers, means that customer service staff are usually the first to know when things aren’t working effectively”, he said. “But knowing that, and capturing the data that allows actionable insights to be formed, are two different things. If organisations are serious about being as efficient as they can be, solid data capture at first point of contact and real time reporting capability become mission critical.“
For more information on Omfax Systems and to download: Shifting Thinking: emerging approaches to Customer Service delivery in housing please visit http://omfax.co.uk/resources.html