Omfax News & Blog
12 June, 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. Not so long ago, it was predicted that tenant [...]
19 May, 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. [...]
23 March, 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 [...]
20 March, 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 [...]
17 March, 2020
Pass the Leeches - A good purge is healthy 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 [...]
16 March, 2020
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 [...]
10 March, 2020
Sometimes the simplest way to carry out ‘best practice’ is to avoid the common pitfalls. In this blog we will look at three common mistakes made while administering Keyfax. Two involving SQL best practice and another that relates to general script writing. Hopefully by highlighting these it will improve your experience while using and [...]
9 March, 2020
Keyfax archiving and purging – no, it’s nothing to do with moving filing cabinets around in a big van, nor is it the start to a horrible diet plan. Spare a few minutes to read this and you’ll see how it can add marginal gains to Keyfax performance, saving you time, and preventing ongoing [...]
21 February, 2020
Why you should provide repairs e-learning to your staff... Practical and cost-effective course that isn’t too technical Study at their own pace, using short, clear explanations and diagrams Raises confidence. Their confidence in their knowledge; your confidence in your staff When is a good time for your Customer Service Advisors to train up in [...]
16 December, 2019
This blog post originally appeared as an article in the November 2019 edition of Housing Technology about MS dynamics integration. Housing Technology Article © Copyright 2019 The Intelligent Business Company, publisher of Housing Technology magazine. Click here to read the latest edition of Housing Technology. Click the image to see the original Dynamics & 3rd Party integration [...]
10 July, 2016
Do Social Housing Tenants use Online Self-Service? The social housing sector has traditionally been somewhat ambivalent about using the internet to communicate with residents. One of the fundamental reasons has been an assumption that residents in this sector don’t use the web. However, that view can increasingly be consigned to history. Official figures from the [...]
8 February, 2015
How can you working smarter with intelligent scripting diagnostics? Social housing contact centres are in danger of becoming a victim of their own success. In just a few years, they have evolved from an innovative extra to an integral part of the housing provider’s operations, providing a respected and responsive service to residents through [...]
25 October, 2014
How can intelligent scripting help housing associations? Each and every housing organisation is faced with similar, if slightly different issues. But each one runs their services somewhat differently. With so many housing organisations now merging to take advantage of economies of scale, a major issue they face is the loss of individual identity. Sometimes [...]
25 February, 2014
Tenant Self Service - Helping residents to help themselves The maddening drip, drip, drip of a leaky tap. Sitting in the dark, unable to even make a cup of tea, after a power surge or blown fuse. Curling up under a duvet on the sofa, because the heating doesn’t come on till later, and [...]
25 January, 2014
There is an on-going debate about Channel Shift and Self-Service in relation to customer services in the public sector, especially in social housing. The pros state that it improves residents’ accessibility to service, at the same time as dramatically reducing the cost per transaction. The cons argue that it excludes residents and leads to [...]
3 October, 2013
Introduction Where customers are given the opportunity to save time, avoid queuing, place orders and provide or obtain a specific piece of information without assistance at a time convenient for them, they will. Retail banking was revolutionised with the introduction of ATMs, and more recently the retail industry has witnessed with the arrival of [...]
25 May, 2012
More people turn to the web. The dilemma faced up and down the UK is ever-reducing budgets and rising customer demands. It is imperative to find ways to reduce costs without harming customer satisfaction. One such way is for housing organisations to make themselves easily available to their customers in our multi-channel world. Initial [...]
25 May, 2012
How will housing associations connect with customers in 2022? The way we communicate and interact socially is changing. The rise of technology, especially in the last decade, namely the internet, mobile phones, and associated improved connection speeds and reduced costs, has led to this dramatic change in the communication landscape. In addition, in the [...]
