Customer-service staff at Trafford Housing Trust are now better able to provide a ‘first-time fix’ service to tenants following the introduction of NDL’s AWI integration technology which links information in THT’s front- and back-office systems. The implementation of the NDL technology follows THT’s decision to centralise its customer service activities into a single hub powered…
Trafford Housing’s front-to-back integration with NDLRead More →
Customer Management
Self-service wins from Orchard at Futures and Southern housing groups
Futures Housing Group and Southern Housing Group have both announced the successful introduction of self-service tenant portals from Orchard Information Systems. Amber Valley Housing and Daventry and District Housing, subsidiaries of Futures Housing Group, have launched a tenant self- service portal. The portal is based on the Self Service Portal product from Orchard, AVH’s existing…
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Streamlining processes & improving service effectiveness
There is continued pressure for housing providers to be more responsive in handling calls from their residents within the confines of limited budgets. It is therefore not surprising that efficiency and effectiveness are two words you always hear when speaking to contact centre managers. Peter Graddon, a director of Omfax Systems, discusses how to improve…
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Cheshire Peaks & Plains calls in Britannic
Cheshire Peaks and Plains Housing Trust has replaced its ageing telephony system with a IP-based system from Mitel, with the project planning and implementation carried out by Britannic Technologies. The impetus for the change to the Mitel system was Cheshire Peaks’ need to view the performance of its 24-hour call centre and deliver statistics on…
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Digital Dale project at Teesdale Housing
Teesdale Housing Association, part of North Star Housing Group, is working to deliver Wimax broadband to all residential and business premises in the Teesdale area through its ‘Digital Dale’ project. The Digital Dale service installed by Networks by Wireless will be delivered via a number of transmitters across Teesdale and, unlike regular broadband services from…
Digital Dale project at Teesdale HousingRead More →
No complaints for East Durham with Liquid Voice
East Durham Homes has completed the installation of an organisation-wide call- recording system from Liquid Voice to improve its handling of complaints and resolving customer disputes. From a security and dispute resolution perspective, East Durham Homes’ aim is to record all inbound calls, around 10,500 per month, with the emphasis on performance improvements focused on…
No complaints for East Durham with Liquid VoiceRead More →
