banner

bringing you

mobile workforce solutions

Improved Customer Service

1st Touch enables organisations to improve customer service levels by introducing efficiencies and increasing productivity. More appointments are kept, more fixes are completed first time, customer satisfaction data is collected at the point of service delivery, incidents and issues are reported immedately.

1st Touch customers deliver improved levels of customer service in many ways, such as:

  • Successful appointment levels increased from 14% to 75%

  • The time taken for information to reach the customer service centre reduced by 3 - 5 days, so that Contractors are notified more quickly about properties, grounds and estate issues
  • The introduction of mobile Contractor scorecards has meant a higher standard of work is delivered first time

  • Exceeding SLAs and in some areas hitting aspirational levels
  • Advance notifications give a much better resident experience
  • "No access" calls have dropped dramatically, meaning jobs are completed more quickly
  • Negative customer feedback captured at the point of service delivery is responded to within 10 minutes

and across a range of customers, improved levels of service have been delivered:

  • Appointments are made and kept
  • Customers are notified when operative is en-route
  • Customer satisfaction and quality of service is measured immediately and any negative feedback can be responded to within hours

 read 1st Touch customer case studies to find out more...

 

News

1st Touch Adds New Modules For Supporting People and Arrears ... more

Aldwyck Housing Drives Customer Self-Service And Mobile Working Wit... more

view more news stories

Newsletter

newsletter subscribenewsletter archive

Events

Holyrood Connect. Mobile Working

7th October 2014, Edinburgh

 View all events