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Our news centre has interesting press articles and is also a place where we can share with you some useful industry best practice knowledge and ideas.

Aug 24 2020

Updating MIS ActiveH whilst in running an Enquiries diagnostic

If your Housing Management System is ActiveH from MIS, this one is just for you.

There are fourteen MIS users using Keyfax Repairs Diagnostics and Keyfax General Enquiries, and many more to come, we hope! What follows is a bit of best practice for MIS users and, hopefully, will inspire admin scripters to apply these ideas to their own scripts.

This is only for use on the Staff, or internal side of Keyfax. I can’t see many tenants wanting to access ActiveH from the TIPS portal anyway!

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Jul 28 2020

Customer Service Centre KPIs, do they work for you?

Key performance indicators are vital for the health of every organisation. They provide measurable targets that demonstrate how effective a service area, team, or individual is, at achieving the organisations objectives.

While high-level KPIs focus on the overall performance of the organisation, low-level KPIs focus on the processes in a department or service area. So, depending on what you’re wanting to measure, the metrics that are relevant to you will change.

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Jul 1 2020

What the Heck is happening on the Tenant Self-service Portal?

During the COVID-19 pandemic, many Housing Associations and local government landlords have changed what kinds of housing repairs they are prepared to carry out under the restrictions. For many, it’s emergency repairs only:

  • Gas leaks
  • Uncontainable water leaks
  • Complete loss of heating and hot water
  • Electrical or fire risk
  • Property security

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Jun 22 2020

Why on Earth do we Need a Repairs Diagnostics Test System?

It’s a fair question. Is it just so that your provider can charge you more support and maintenance, or are there real benefits to be had from running with Test systems?

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Jun 12 2020

Who Needs Customer Service Soft Skills now that there’s AI?

It has often been said that the housing sector can be a little slow in embracing new technologies. However, with digital strategies and transformation projects well underway, the housing sector is now seriously considering how Artificial Intelligence (AI) can be used to improve the customer experience.

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May 19 2020

Are you on the SOR Merry-go-round?

Schedule of rates (SOR) codes, in one form or another, are a common part of the housing repairs sector. SOR codes ensure a job is scheduled to the right person, booked for the right amount of time and includes the correct materials. All of this adds up to a well costed and well-resourced repair. Well, that’s the idea.

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Mar 23 2020

RBKC – Repairs diagnostic design and development

The Housing team at Royal Borough of Kensington and Chelsea have been a valued Omfax customer for thirteen years, starting their journey with us in 2006.

RBKCs approach to diagnosing repairs with Keyfax is regularly reviewed and developed. Using feedback from their customer services team, housing management team and repairs contractors, RBKC aim to continually improve the service they deliver to their customers and 2019 was no exception.

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Mar 20 2020

When Keyfax Repairs Scripts Don’t Work

The Keyfax Administrator is responsible for scripting each process. Repairs scripts are a work in progress and should be reviewed on a regular basis. Each script has been discussed with the relevant module expert with involvement (hopefully) from the Contact Centre.

Once the logic of the script is agreed, the Keyfax Administrator can start scripting. Once complete, the Administrator hits the ‘Test’ button in the Keyfax Admin Console and steps through the repairs script, which at the time seems to make perfect sense. The repairs script results in an SOR code and associated task(s), if applicable. What could possibly go wrong?

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Mar 17 2020

A Good Purge is a healthy thing – so is a Keyfax Health-check

The therapeutic use of leeches has a long history. The medicinal leech has three jaws and a hundred teeth. It saws through skin and injects chemicals that dilate the blood vessels to get a better flow of the good stuff: Anticoagulants to stop the blood from clotting and it releases anti-inflammatory (and other compounds) in their saliva that are still not fully understood. Then it starts to suck…

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Mar 16 2020

Coronavirus (COVID-19) Statement

A Message to our Keyfax Customers

We know your organisation depends on Omfax Systems and Touch-Base technical support service. So with regard to the Coronavirus (COVID-19), here are the measures we are taking to ensure service continuity.

We are focusing on prevention and are limiting our customers, suppliers and employees direct interaction and making it advisable for people to work from home.

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