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Keyfax Response Management

Keyfax Response Management software enables social housing organisations to better serve their residents by providing a consistent service, both through the Contact Centre and through online self-service. The Contact Centre is made more efficient by improving advisors’ ability to handle every enquiry, increasing first call resolution and reducing the total cost of maintenance and management. With the online self-service, residents are able to get the same answers to their questions online as they would receive from the Contact Centre at whatever time suits them.

From requesting repairs to reporting anti-social behaviour to applying for a new or larger property, today’s social housing organisations deal with an increasing number and variety of requests from residents at their Contact Centre and through online self-services. Keyfax is a flexible and user-friendly contact and case management solution and online tool that empowers advisors in the Contact Centre, and residents at home, to manage every type of enquiry quickly, accurately and consistently, and enables service teams to manage their cases effectively and efficiently.

When a call comes in, advisors have immediate access to all the information about the customer and their contacts with the organisation. Intelligent scripting then gathers all relevant details about the enquiry, prompting the advisors to ask the questions that matter – enabling a large number of queries to be completely resolved on the first call.

Resident self-service works much the same way. When a resident clicks on an area that they have a query on, the system automatically takes them through a logical series of steps until they get to the answer.

Keyfax can be customised to your services and processes. Built-in workflow means that where a follow-up action is required, the right information is sent to the right service team in a timely manner and extensive reporting facilities means services can be monitored and analysed to promote continuous improvement.

Choose from:
Keyfax Contact Manager – a comprehensive contact management package based on Microsoft Dynamics CRM
Keyfax Inter•View – the core of the solution, that can be easily integrated with your existing housing management system or CRM.
Keyfax Inter•View Online – using Keyfax Inter•View as a foundation, this provides a self-service function for residents.

Find out how Keyfax enabled Solihull Community Housing to expand its contact centre opening hours and increase the services available – without increasing its staffing resources.
Read the case study