Social Housing - Tenant Helpdesks

The quality of service provided to tenants by Registered Social Landlords is critical from both a regulatory and socially responsible context. Yet delivering a balance between quality of service and efficiency of operations with the available resource requires a well executed strategy that harnesses great people, the right process, smart technology and then demonstrates through intelligent analytics that 21st Century customer service has indeed been achieved.

• Message Pad can install intelligent Contact for you to run your own customer service centre
• Or, outsource your service centre to Message Pad.

Message Pad has used over a decade’s experience in providing help desk support to create intelligent Contact for Housing designed to provide tenants with rapid professional contact for their housing repairs and queries and the Landlord with the ability to provide measurable cost effective help desk service. This customisable process centric solution is available as a “hosted” helpdesk application delivered to your staff in your premises: an outsourced service through staff in a Message Pad centre or as a cost effective unique combination of both options which amongst other things ensures an “always on” disaster recovery solution at no additional cost.

Key Benefits

• Efficient process to job resolution
• Connect with your tenants
• Work smarter

intelligent Contact for Housing recognises that every tenant helpdesk needs to provide great customer service that fulfils the obligations of the Landlord and is flexible enough to do so consistently whilst taking into account such diverse factors as the age of the tenant, the security of field worker and the warranty status of an item. Each helpdesk will have its own database of locations, tenants, assets, maintenance plans, SLAs, staff skill sets, escalation rules and rosters, possibly with variations across the housing stock including perhaps multiple subcontractors and at point of call these variations need to be instantly interpreted and understood.

In this challenging environment intelligent Contact for Housing provides a low risk and flexible way of ensuring fast, accurate customer service with substantial cost savings over traditional helpdesk technology. The solution has been designed to integrate easily with your existing processes and software and offers a rapid return on investment.

Key Features

• Effective service
• Tenant knowledge management
• Productivity improvements
• Better Management Information