Friday, 7 November 2014

A Day At The Races

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Earlier this week I had the pleasure of a couple of days at the Kirona Optitime DRS conference held at Chester Races. Needless to say I caught up with a large number of friends, contacts, clients and new interesting folk, wrestling with some of their systems.

I went along with a dedicated group of people I do a lot of work with at Walsall Housing Group (whg) , we work a lot on continuously improving our customer journey. As you can imagine, the group I was with were very interested in how many others had tackled this.

Surprisingly, a number of the speakers were still wrestling with some areas such as accurate diagnosis of response repairs, including arriving at reasonably accurate SMVs. Use of front end scripting tools appeared basic at best and often more primitive and inflexible options were in use. Although I don’t think many realised it, some organisations would really benefit from help & assistance in that area. Whg are relentless in their use of scripts, enforcing them widely and keep them tightly accurate and up to date. Indeed, we had Sarah, whg’s super scripting lady with us at the conference.

David Todd lets his hair down and belts out 'Hey Jude' at the Kirona Rocks evening entertainment
David Todd lets his hair down and belts out 'Hey Jude' at the Kirona Rocks evening entertainment

While scripting is a brilliant tool in my opinion when used correctly, a good CRM or Contact Manager type solution is also a pretty essential component. By that I do mean one that should be used by the whole organisation, not just where calls come in. If the latter is the only means of populating it, the organisation sees a 110⁰ view, not a 360⁰ one. Whg for one, have recognised this and CRM is utilised universally across staff supporting 19,000 homes, allowing excellent customer service.

Ann Parkes, from whg’s customer service team will be leading a session at the NHF IT conference at London Olympia, Tues 18th Nov, entitled ‘Personalising The Call’. I will be helping with any techie questions we might have, it would be great to see you there.

On efficiency, again The Wrekin explained what can be done with no backlog repairs, weeding out of your worst rated stock and consistent replacement/development. Even being a bit sceptical and looking beyond the statistics, which clearly come out a bit lower, it’s still an impressive story. Backlog/unallocated repairs are the bane of any organisation, it does baffle me why these persist at most places. Clearing those allows faster tackling of repair requests and potentially better service. Knowing your stock categorised by NPV, desirability etc is also essential. Something you should have already to feed into your Living Will, more on that here  

Related Post: Are DLOs ripe for a come-back?


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Queen - Tie Your Mother DownQueen - Tie Your Mother Down (from the album A Day At the Races).
(c) Tony Smith, Acutance Consulting 07854-655009

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