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Housing providers and repair contractors are challenged with meeting rising customer expectations and increasing tenant engagement while reducing costs.
Streamlined routing and real-time tracking solutions improve customer satisfaction, increase first-time fix and reduce call centre traffic.
Overcoming property repair and maintenance challenges
Efficiency
Route planning and optimisation allows you to create and execute plans that increase efficiency and lower operating expenses.
First-time access
Residents have the ability to choose a time that works for them with appointment management options. Customer notifications and real-time operative tracking ensure that tenants are ready and waiting for their appointment.
Customer satisfaction
Increase transparency and provide a digital-first experience to meet customer expectations shaped by ecommerce.
Call centre traffic
Description: Provide a self-service tracking portal to pre-empt customer questions and reduce “Where’s my engineer?” calls. Collect feedback via an intuitive form to minimise the need for outbound calls.
Unactionable feedback
Request feedback immediately after every job to get a reliable and granular picture of customer sentiment. Use negative feedback alerts to speed up service recovery before problems escalate.
Route Planning and Optimisation
An introduction to the Descartes Scheduling and Routing optimisation tools that can create and execute plans, increasing efficiency, providing greater visibility and streamlining communications.
Customer engagement
Customer notifications, real-time appointment tracking and feedback collection improve tenant experience and reduce operational costs.
Descartes Housing Solutions
With your current vehicles and drivers, Descartes can help you cut down on mileage, fuel costs, and gain first-time access while enhancing the customer experience.
Descartes field service customers already include:
- Social housing providers
- Repair and maintenance contractors
- Builders' merchants
- Utility providers
Not sure where to start? Contact one of our experts.
Logistics solutions for social housing, property maintenance and contractors
Property Maintenance Case Studies
“If you’re looking to improve the customer experience, there’s no reason not to use the solution. We chose the platform to improve the customer experience and saw additional benefits such as a reduction in missed appointments and increased response to feedback.”
Andrew Rysdale, Assistant Director of Property, Fairhive Homes
Reduction in failed appointments 37%
Customer feedback response rate Increased
Customer satisfaction star rating 4.5
“The transactional feedback data is worth its weight in gold. It solves the challenge of trying to be precise and recognise after each repair whether the customer is happy.”
James Emblow, Head of Property Analytics, Paradigm Housing Group
YoY Reduction in carded appointments 20-40%
Customer satisfaction rating 4.6/5
Mobile operative downtime Reduced
“To anyone considering the solution, I would say go for it. It’s really good value and there are so many extra benefits in addition to reducing no-access. Customer expectations are high because of services like Amazon: they don’t want to wait in long call queues or be given five-hour ETA windows. The solution really modernises how we work.”
Nicole Arthur, Head of Housing Assets, Gravesham Borough Council
Decrease in no-access rate 26%
Follow-up phone calls Reduced
Feedback response Increased