Platform Housing has extended its use of 8×8’s ‘experience communications as a service’ (XCaaS) cloud-based software with the addition of two-way video interaction for real-time repair diagnoses and fixes.
Platform Housing’s maintenance subsidiary, Platform Property Care, conducted a pilot project to extend 8×8 XCaaS with 8×8 Video Interaction. During a month-long evaluation, the repairs and maintenance organisation offered a live-video option during customer calls to help fix repairs issues.
Lee Vernalls, assistant director for business development and growth, Platform Property Care, said, “8×8 Video Interaction lets our operatives conduct a two-way video call with customers so that any repairs can either be seen before a visit or fixed remotely.
“When a remote fix hasn’t been possible, we’ve had customers’ photos in our records so that we could be sure of having the right tools and materials available when our operatives went on site to fix the problem.”
Results from Platform Property Care’s pilot have been encouraging, with 39 per cent of calls resulting in a remote repair and further 26 per cent removing the need for an initial inspection visit.
Vernalls said, “The 8×8 solution has been very positive, including improved customer experience, a reduction in the number of home visits and more availability for our staff to handle jobs which require a physical presence.”
