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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.


Updating MIS ActiveH whilst in running an Enquiries diagnostic

Aug 24 2020

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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Customer Service Centre KPIs, do they work for you?

Jul 28 2020

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

Jul 1 2020

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

Jun 22 2020

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?

Click Here for the full post

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

Jun 12 2020

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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Are you on the SOR Merry-go-round?

May 19 2020

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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RBKC – Repairs diagnostic design and development

Mar 23 2020

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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When Keyfax Repairs Scripts Don’t Work

Mar 20 2020

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

Mar 17 2020

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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