RE: Localz13 May 2019 21:41
Excerpt from Housing Technology Magazine March 2019:-
"On my way”
It’s vital to look at leaders in other sectors who are providing the services that customers are getting used to. This is where other providers are going to be benchmarked. British Gas has developed its customer experience platform and is seeing dramatic improvements to its first-time access rates. It's ‘on my way’ communication platform advises customers of their engineer’s live ETA, enabling them to track their approach on a real-time map and interact directly with their engineer when needed. Customers are more informed and therefore aren’t contacting call centres to chase their engineer’s arrival.
British Gas has seen no-access, failed appointments fall by 20 per cent. Sending notifications reminding customers of their appointment enables cancellations to be made if needed, allowing others to take that appointment slot. It also gives customers the freedom to get on with their day; if they can see that their engineer is due to arrive in, say, 55 minutes, they can leave the house, pop to the shops and avoid missing and having to reschedule an appointment.
Translating this use-case to social housing would mean significant annual savings. With a typical inbound call costing around £5 and a no-access, failed appointment costing £60, RSLs could each save hundreds of thousands of pounds per year. Enabling real-time tracking via a smartphone will reduce inbound calls because tenants will know when to expect their service operative and also increase first-time access to properties. As well as the cost savings, customers would also benefit from better experiences, leading to higher satisfaction ratings and an improved image of RSLs as innovators.
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