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As I have written a few times on this blog, consistency is pretty much synonymous with quality, as regards customer/tenant interactions. Also as reported quite intensively recently and called out by the regulator, lack of consistent response to repair interactions is a particular challenge. From my experience on social media where I have a few hundred followers who are residents/tenants, the challenge goes way beyond just repairs. Solutions also need to deal with reception of interactions in self-service, as well as via a back office CRM solution used by an agent.
The best route to securing consistency is a good scripting solution, powerful enough to cover all bases (not just response repairs) and very customisable to everyone’s local quirks and specialties. I think the most frequent scripting solution used within Social Housing and councils, has been Keyfax supporting repairs and all other enquiries. A decade ago while on the HMS supplier dark side, I completed many happy successful projects with Omfax and Peter Graddon historically.
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| The Keyfax scripting environment |
These days, for more than a few clients I work with, the traditional HMS is in the bad books and more exploration of Microsoft Dynamics 365 (or other CRM’s, such as SalesForce or Netcall) can be the order of the day with the likes of resellers such as Crimson & Esuasive. While its possible to build elementary scripting into D365, for sure it can be clunky and very time consuming.
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| The D365 KeyNamics App |
Its not surprising that a lot of organisations that previously had good experiences of Keyfax are now using a new proven Cloud version specifically engineered to plug quickly and directly into D365, ‘KeyNamics’. It handles both back office and web self-service facing provision and I had a good rake over it a few weeks ago. I have a particular interest as with many of my procurement projects, I am often retained to be involved as Critical Friend during implementation too.
One big bonus I see in KeyNamics, is that in addition to being very scalable taking advantage of native Cloud features, it comes with proven pre-baked in connectors/APIs to make the implementation integration process smoother.
It has been implemented in just a few weeks and put fully live in under a couple of months.
I have seen a number of badly supported add-ins to D365. KeyNamics is backed up by dedicated helpdesk support, which has certainly made a big difference, for the Dynamics community to integrate/implement themselves, or alternatively for software solution suppliers/resellers to simply and quickly plug it in. Detailed documentation (from http://help.keyfax.biz) is freely available.
Other diagnosis tool solutions are available for sure, but not with the ease of script build that Omfax provides in KeyNamics. In alternative solutions, an out of the box template can be the only starting point, or the need for excessive hand-crafting by originating supplier, which can be expensive. I have seen many Keyfax sites where end-users manage all their scripting themselves, with no dramas. Good to see this has been carried through into KeyNamics.
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| KeyNamics setup in D365 |
While I like what I see, how do Social Housing landlords, juggling multiple primary solutions, such as Pobl in South Wales, (or others), find the experience?
Following a series of mergers, Pobl Group were using two different Housing Management systems alongside KeyFax. To both solidify a unified way of working, and improve on previous systems, Pobl chose to use Dynamics CRM as a single central Housing Management System. As part of this we chose to use the KeyNamics Dynamics Integration.
The Pobl Project Manager told me it was a pleasure to work with the Omfax team. "From a project and implementation perspective, it went very smoothly, and we didn't have any major issues. There was plenty of support from their side, which was instrumental to the success of the implementation".
And at Platform Housing, Sarah Clarke Transformation Lead was very complementary :
“Our work with Omfax has delivered real benefits for our colleagues and customers. By using Keyfax we have achieved consistency and efficiency in our contact management. Omfax have understood and supported our ambitions throughout our Dynamics 365 implementation, and we look forward to working with them in the future.”
If your transformation strategy is taking you down the Cloud-First route, or it might be on your radar in the next eighteen months, catch the Omfax team exhibiting later this month at #Housing2022 in Manchester, 28-30th June. I’m sure they will be happy to chat about your Dynamics scripting requirements, on stand TE34. When I chatted to the Omfax chaps last week, they still had a few exhibition passes left, if anyone is interested in booking a slot with them – get in touch at https://www.omfax.co.uk/contact-us/
I will be at the event too, I hope to see many of my regular blogcats & post readers there!
I will bring the Jaffa Cakes ☕😉
Related Post: Is Microsoft Dynamics the only CRM option? Why not give Salesforce a look?
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Santana – Smooth.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
Access a quick list of our Social Housing ICT blog posts here
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