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Contact Management for Housing

Keyfax Contact Manager is a proven contact management solution for social housing customer service centres that combines the power of Microsoft Dynamics CRM with Keyfax Inter•View scripting.

More and more social housing organisations, housing associations and local authorities are choosing Microsoft Dynamics CRM as a cost effective yet powerful way to help them manage customer information and improve service.

Keyfax Contact Manager delivers all the benefits of Microsoft Dynamics in a ready developed form customised for the social housing customer service centre. It offers a proven, effective tool for the management of all customer contacts, tenancy enquiries, service requests, complaints and case management and for recording and reporting housing repairs.

Details of all contacts are stored in Keyfax Contact Manager, providing a single, comprehensive knowledge database of all customer interactions. So when a customer calls for an update, advisors can easily check the case history; when a repair request comes in, advisors can spot a recurring problem.

What is more, other authorised users of Keyfax Contact Manager , such as housing officers, case workers, and service managers can view the customer contact records (e.g. repair reports) and update information and case reports accordingly.

Keyfax Contact Manager incorporates the Keyfax intelligent call scripting and expert system so your customer service advisors can gather all relevant information on every call – whether it’s a repair request or a tenancy application, a complaint or an enquiry. It also features built-in workflow functionality so that every enquiry is progressed through and any follow-up actions are documented and carried out.

The result is a flexible and user-friendly tool that connects every part of your organisation to deliver an improved and joined-up service to your residents.

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Supporting you and your users

To ensure you get the most value from Keyfax Contact Manager, find out how we:

Keyfax Benefits

Improved service through a single point of contact
Increased first call resolution rate and reduced call duration
Greater consistency and accuracy in service responses
Advisors can deal with a wider variety of calls, without requiring specialist training
Reduced operational costs – fewer referrals needed

A comprehensive response

An enquiry from a customer cannot be seen in isolation from other contacts that customer has with the organisation and customers expect there to be connection between service teams so information does not have to be repeated. With Keyfax Contact Manager all information about particular residents is held in one place, enabling a joined-up approach to enquiries and a more personal and aware service.