Submitted by Editor on 24th March 2016
1st Touch (www.1sttouch.com), the UK’s leading technology provider for the social housing sector, has announced the launch of a new Doorstep Appointments module. The new system has been designed to simplify and speed up appointment scheduling by either mobile housing association staff or directly by tenants through a self-service portal and self-service app.
Whilst visiting tenants at home, the new module enables mobile operatives to book appointments through their handheld devices, for services such as: repairs, financial inclusion reviews or care assessments. This eliminates the need for staff to return to the office before attempting to schedule suitable times and dates or spend time getting hold of the appropriate staff to complete an appointment. The software, which is integrated with 1st Touch’s widely acclaimed 360° dashboard application, enables the operatives to request the best appointment times available, prioritize or rearrange the appointments made, order text reminders, book follow up actions and record related text and voice notes. The new module also enables all operatives visiting a client to become multi-disciplinary, by offering appointments for a full range of services not just those in their own area. Thus, a repair operative can arrange a visit by a housing officer to discuss issues such as anti-social behaviour or estate issues. Alternatively, a care operative could arrange an appointment for a financial inclusion officer to discuss the prospects of a discretionary housing payment where, for example, a tenant has lost income through ill health.
As these functions are carried out online, with the tenant present, the system delivers a highly efficient solution that also boosts customer service levels and perceptions.
The software can also be used as an integral part of 1st Touch’s widely acclaimed tenant self-service portal and app, enabling customers to book appointments themselves online through their own devices 24/7/365.
Commenting on the new module Greg Johns CEO of 1st Touch noted, “Our innovative new Doorstep Appointments module was developed in response to on-going feedback and it will make significant savings for our clients. Many landlords wanted to mobilise tenant-facing staff and needed the tools to support this level of engagement with their customers. The new module meets these requirements, significantly improving operational efficiency by ensuring that mobile staff can request a full range of appointments whilst visiting customers at home. This also boosts customer service levels by significantly strengthening the relationship between a social landlord’s staff and its tenants.
Similarly, by building this same technology into our Tenancy Self Service portal we are also enabling tenants to take control of the appointment scheduling process at their own convenience and through their own devices. We are confident that this will prove extremely popular with Landlords seeking to add new cost-effective solutions and also with customers who will appreciate the increased flexibility and choice.
1st Touch helped us to design and build a first rate system that will not only transform what we do but add a whole new positive dimension to the customer experience we deliver.
Director of ICT
The 1st Touch solution ticked all the boxes in respect of our pre-defined criteria. In particular, we liked their approach to implementation and flexibility in delivering
Systems Development Manager