Chatterbox

If you do the Twitter thing, follow me at @HousingITguy or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy



As already explored previously in this blog  , I experience different reactions to webchat. Some organisations love it, others shun it, as it’s not really channel shift.

Sometimes the webchat experience is very good and the customer (or prospect) receives their advice in a timely way. On other occasions, it can be a bit like the disjointed one below.

You can see how webchat using customer services operators, can fall well short.

That’s why webchat is becoming superseded by the chatbot.

At this point, I would ask if you are in customer services, it’s worth taking a comfy seat, for reading the remainder of the blog.

Chatbots are becoming widespread in the states. In fact a colleague was telling me that when hiring a car, (or rather an automobile) recently, a break-down was dealt with fully just by chatbots. It worked well for him too.

Chatbots are coming here. In their simplest form, they are computer programmes that can talk for your organisation, in a limited context. They use artificial intelligence (AI) and are generally designed to be self-learning.

Context is important, as it accurately targets the useful zone of engagement. Readers familiar with Red Dwarf and the Talky Toaster, will understand what I mean. Imagine such a machine, just able to talk about toasting crumpets, bagels, waffles and rolls, and that being the machines’ only programmed purpose in life.

https://www.youtube.com/watch?v=LRq_SAuQDec

A useful chatbot, will chat about services, products and customer’s needs. The first one to emerge in the UK, for active use is at Enfield Council. It’s called Amelia. Cunningly named down the early end of the alphabet, like Amazons Alexa, it is designed to have many thousands of conversations, simultaneously.

Here she is, made digital pixelised flesh.

It will be used to help residents find information online and fill in forms, guiding users through a chat feature on their computer screen. For the moment, any questions Amelia cannot answer will be referred to a human colleague.

Amelia will be able to learn however.

It is said to be 60 percent cheaper than using a human worker, although the council has not divulged how much has been paid for the software. Enfield council are facing budget cuts of £56m over the next four years and has made nearly 350 redundancies in the past year.

This might be the development that has one of the widest effects on so many customer service teams and departments, in the coming years. With webchat we were playing with the future, chatbots will be most likely be AI replacing customer service bums on seats.

It will be interesting how this all unfolds, as costs plummet. Read more on Amelia at Enfield here.

Related Post: Is our ICT training broken? 

Catch the blog monthly archive at https://soundcloud.com/housingitguy/

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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

New York Dolls – Chatterbox.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
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Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Social Housing Software Applications, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass 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London Thunder

If you do the Twitter thing, follow me at @HousingITguy or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy




Manchester and London are two of my very favourite cities and a particular couple that will not be beaten by terrorists, racists, malpractice, or austerity. These have been an unbelievable few weeks in terms of sad events and needless death, injury and damage.

You like me I am sure was truly horrified to see the Grenfell tower fire unfold, with such terrible loss of life, 79 people and displacement of residents. An incident that every landlord dreads and everyone I work with take very seriously in terms of fire risk assessments (FRA’s) and general communal block safety.

Of course, accurate up to date FRA’s do not guarantee complete and absolute safety, but these are structured to detect issues and failures, which can lead to increased risk of incidents such as this tragic one. Clearly too, as highlighted at Grenfell, quality and specification of materials is also crucial. Since last week, every single one of my clients I am working with, are giving FRA’s in their stock, additional attention and board members with management are very focused on this area. The eye is on the ball, so to speak.

Use of qualified experts is key and also additional emphasis during and after completion of major cladding and insulation works. While residents are generally involved in consultations, the recent tragedy puts additional emphasis on this aspect. Fast action to remedy issues found is key.

From a systems point of view, how do you manage and store your Social Housing Fire Risk Assessments? As an RSL, can you evidence how you keep your residents in tower blocks as safe as possible?

FRA’s in my system mind, are filed in a similar place to that other hot potato of socialhousing, and that is Gas Servicing (LGSR). I am still amazed so many organisations, even big ones, of over 5,000 homes, still often still resort to Excel or manual means. While this can be effective with conscientious staff and meticulous record keeping, it’s far from fool proof.  Rows & cells can easily be moved, hidden, deleted or corrupted.

Many landlords will no doubt now find that the previous focus on efficient gas servicing and in particular, integrating these regular and essential checks with integrated system, will now be the next drive coming from the regulator. It’s obvious too that it all makes sense. Integrated systems can ensure that all blocks and communal areas can be evidenced as having recent and adequate checks, safe materials, with exceptions and anomalies easily reported, flagged up and tasked to appropriate staff.

Integrated reporting can be managed so much easier, as can cross-referencing assessment data, images etc with other means of categorisation. I.E. Need category, composition of residents, leaseholders, shared owners etc. The latter is useful where improvement works are found necessary and in-depth consultations will need additional organisation.

Within most Integrated Housing Management Systems, attributes or components can be easily configured to record relevant information, dates, inspection name, findings, areas to examine and photo records evidencing survey. Where the attribute/component can be placed in a planned or cyclical cycle, a regular plan can schedule weekly, monthly or annual levels of survey easily.

If you have flexible mobile forms, that can collect the info, it should be an easy job to configure simple forms and interface seamlessly to attributes.

Use of a standalone database or application is not ideal, but can be better than a badly (cell protected) spreadsheet.

Social landlords can do all they can to ensure their blocks and communal areas are safe. It is also down to honest contractors, to use the safe and legal materials specified and take all reasonable safety precautions. As we have seen, hundreds of innocent people’s lives depend on everyone doing the right thing and not cutting any unnecessary corners. No doubt, the planned inquiry/inquest will hopefully reach conclusions on exactly what happened here. There will no doubt be many lessons for everyone to learn here.     

The Grenfell fire JustGiving page is here - https://www.justgiving.com/crowdfunding/categories/emergencies/grenfell-tower-fire

Related Post: Recognise your business change projects 

Catch the blog monthly archive at https://soundcloud.com/housingitguy/

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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

Foals - London Thunder.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain,#InternetOfTenants, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, "Social Housing IT",Social Housing ICT, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Social Housing Software Applications, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Venus Of The Soup Kitchen

If you do the Twitter thing, follow me at @HousingITguy or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy



It’s great to work within the housing sector and it’s certainly a diverse one. Better for it too.

This time of year all my friends and colleagues of a certain faith, are embarking on a month of fasting (Sawm). It’s fourth of the five important pillars of Islam, with beginning and end of Ramadan determined by the lunar Islamic calendar. So it moves slightly each year, making fasting in daylight hours, especially challenging in the summer months.

Those meals at sunset, particularly when photos are posted on social media, can look pretty good, particularly when posted from Momma Chowdry’s kitchen. Asif, I know what you are up to 8-)

Charity is another of the five pillars and is even more important during Ramadan. Fasting does focus the mind and particularly on the many in our own prosperous society, having to use foodbanks like never before. The Trussell Trust is the largest food bank network in the UK, and it handed out around 41,000 food packs in 2009/10 compared to 1.2 million in 2016/17.

Most social housing providers I work with, have a cardboard box in their kitchen to collect packets and tins for local foodbanks. Most towns sadly have and need one.

It was three years ago when a friend of mine in housing, Nasrin Fazal, connected a few of the thoughts above, and with a few other Twitter followers, #UKhousingFast was born. Read the story here.

Well, everyone can get involved this year on Wednesday June 14th , cut back on the scram and use the savings for a donation on the UK Housing Fast 2017 Just Giving Page - https://www.justgiving.com/fundraising/UKHousingFast-2017

My pledge plate

If you are unable to fast, but can donate for such a good cause, helping people around the UK get a square meal, drop by the page and let’s be having your dosh. You will be doing a fine thing!

On the 14th June I will be spending the day with these good eggs, already signed up. Why not pose with a plate yourself and join us?

Catch up with the official UK Housing fast blog here.

Related Post: When you break your fast, mind your Smartphone manners 

Catch the blog monthly archive at https://soundcloud.com/housingitguy/

_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

Venus Of The Soup Kitchen.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain,#InternetOfTenants, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, "Social Housing IT",Social Housing ICT, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Social Housing Software Applications, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Promises

If you do the Twitter thing, follow me at @HousingITguy or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy


I am sure you like me have heard plenty of promises in your time.

After all, you like me have probably been around the block a few times. How often have you heard software suppliers promise to provide comprehensive reporting, save x, create efficiencies to the square of y and crucially, not continue to leave the toilet seat up? Well, its déjà vu right there.

It’s right to be cynical and I am used to the fight it often takes to get suppliers to implement, attend project and account management meetings, even during the initial project. Promises broken quite early on. How many of your suppliers come back on a regular basis and ask you how your organisation is doing, with whatever silver bullet you purchased, back in the heady pre-Brexit days? Not so many in my experience. Even rarer, have you ever had a supplier come back with the tape measure, hydrometer, theodolite etc. to check where you are on the outcomes journey?

Now I have seen a few case studies and they talk a lot in generalisations on the whole, when you really examine the language. With all the statutory returns we have in SocialHousing, you would think we would be awash with data, particularly as most software providers are helping us manage all that information. You know the areas, voids, arrears, income, repairs spend, achieving target completions and SLA’s etc.

Imagine my surprise a few weeks ago when I stumbled across an account manager (actually calling themselves a ‘Client Success Consultant’), chucking performance data at an organisation, like a scattergun and managing to keep the seat down, in the sole lavatory on that floor too (I believe). It’s said that the more you see, the less surprises you have and I was keen to ask the salient logical questions. I.E. Is that a one-off, how long have you been using this stuff, what were the deliverables and are you achieving them?

I found the answers most surprising, remarkably positive and quite refreshing, compared with what I am used to seeing a lot of, from many suppliers in the sector. Two levels of account management actually operate, the Success Consultants at a more operational level and an upper set of ‘Account Directors’. How many software suppliers do you have, with two layers of effective account management?

Apparently the software solution was sold with clear outcome aims, around rent arrears management and had been in use for over a couple of years. Regular account management consisted of caseload trend management, collating new ideas, sharing what was being delivered, what was on the roadmap and when it might be delivered. Emphasis was on data, evidencing improvement and achieving successful outcomes, for the landlord. It’s great to see decent account management, as its often where follow-on service breaks down. (Perhaps one for a whole future blog, that subject).

I’ve worked with a few landlords and RP’s, that have generally reflected positively on Mobysoft Rentsense in the past. Good out of the box, flexible arrears solutions, covering what many bigger HMS systems often seem to struggle to crack. Taking an evidence based approach to account management however, is something special in the sector, particularly in a discipline under so much pressure from Universal Credit, LHA Caps and bedroom Tax. Few software or service providers actually regularly measure those outcomes with clients, effectively keeping their promises.

In a world where Software As A Service (SAAS) is becoming more of an operating model for application users, suppliers will be under more pressure to satisfy, than ever before.  About time SocialHousing organisations had the upper hand and saw the benefits promised, rolling in every quarter, on time, every time.

More on Rentsense at http://www.mobysoft.com/  and some chewy for the eyes at  https://www.youtube.com/watch?v=Jo1cUfm_2Mo&feature=youtu.be 

If you are at Manchester Central, for the annual big CIH housing event mid-June, look out for me. Mobysoft I believe also can be found on stand G20 and have two free seminars on UC (Universal Credit) and how to survive the 1% rent cut. Book early as they say, at http://www.mobysoft.com/events/cih-housing-2017-conference-exhibition

Related Post: Can better use of IT/Telephony make it easier to Call2Collect? 

Catch the blog monthly archive at https://soundcloud.com/housingitguy/

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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

Buzzcocks - Promises.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


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