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Over the past months, I have done a fair bit of work in Walsall with whg. Aside from enjoying a few rocking Indian style mixed grills at Champy's, liquid lunches with Backyard Brewhouse ales at John's excellent Fountain Inn, we have been working on the future of mobile delivery.
The project involved a lot of assets mobile mobilisation, integration with Accuserv, and DRS scheduling, modernising those elements, creating a solid foundation for the future. it took some time, but we were using some great tools. I am of the view that as mobile and scheduling, needs serious resource behind it to work well for clients. The days of two men & a dog knocking out a bit of mobile is way behind us I am afraid.
From the very start, one of the aims of the project, was provision of doorstep appointments. When an organisation is lucky enough to have its own DLO resource, it's saving 20% VAT as well as having control of most of its appointments. Of course if an RSL can force use of a shared scheduler, from one or more partnering contractors, improved appointing is possible. Building on solid appointment systems, a number of RSL's are managing to offer slots when on-line self-service is the means of logging repairs. Indeed, offering better slots than just 'morning' or 'afternoon', can be a valuable (yet painless) driver to attracting customers to channel shift online. Halton Housing Trust are managing to do it via its tenant app. Helena Partnerships offer appointments through its self-service.
Walsall Housing Group have invested heavily in call scripting via Omfax, and this enforces consistency for customers. When DLO staff generate follow on jobs, currently scripts cannot be invoked, unless a call is made back to a repair planner. The concept of 'Door Step Appointments' is that the operative need not make that call, follow-on's occur as consistently, as the initial job was logged. Also importantly, an appointment can be offered to the customer, there and then, selected and confirmed. A confirmation SMS text arriving a minute or two later.
Most of the Doorstep appeal is being completed with 1stTouch Mobile, and uses the same proven ingredients as the 360 dashboard and customer app. In whg's case Omfax scripting adds that 'icing on the cake' element. There are significant savings to be made, in this approach and much convenience for tenants as appointments are agreed when present. So the risk of no shows, waste interactions checking what was arranged etc, is vastly reduced. It's also fast and efficient.
I can see many social housing organisations going down this route in the future. It's been great to work with some of the pioneers 8-)
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(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
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