Automating Services for your customers frequent requests
Service automation technologies can answer questions, follow simple or complex workflows and look-up data in your housing management systems, CRM, and knowledgebases. It can perform various types of transactions and push the conversation transcripts and updated data into your applications or to RPA systems.
Example workflows are shown below that include data dips for ID&V and retrieval of live customer information. Example data (Test Data) for workflows is shown at the foot of this page.
Try this example repairs workflow. These and many others can be easily edited to suit your organisations processes. They can incorporate data from your housing management system using our standard connectors.
Look-up live customer information and provide the following:
Rent balance updates
Last payment received date
Make a payment
Advice on ways to pay
Direct Debit set-up
Rent Balance workflow
Pay my Rent workflow
Try one of the example workflows or ask a different question. These and many others can be easily edited to suit your organisations processes. They can incorporate data from your housing management system using our range of connectors.
Example information available to offer to your customers includes:
Confirm time and date of existing repairs
Provide details of the trade and works description
Book, change or cancel repairs
Confirm next gas service date
Raise a repair workflow
Heating fault workflow
Other example repair FAQ's / Workflows you can try include:
Find a home
Whether available properties are within your own control or handled by your partners you can assist your customers in a number of ways:
Provide relevant information
Guide users through dynamic forms that capture details
Signpost users to other information or websites
Find a home workflow
ASB / Domestic abuse
In order to support your customers they may have numerous questions or require advice and support. You can assist them by:
Answering specific questions
Informing them on what to do
Guiding through forms
ID & V of your customer
Make it as effortless as possible for your customers to identify themselves when they need confidential information.
Your Housing Management and CRM systems hold a breadth of data that can be used to verify your customers. We can access info such as name, DoB, NI, tel numbers, email address, tenancy ID, property ID. Depending on the channel or device used by the customer we can verify their credentials using traditional methods or more frictionless ways such as biometrics.
Housing Management Test Data
Any processes above will use the sample data below:
Collect data and post updates back to your applications
Use our Housing Management connectors or API's to connect to your live data. The data in the table above can be used with the example workflows. This is doing an API call to structured data for verification and retrieval of information.