Intelligent housing repair software made simple.

When a Social Housing organisation invests in Keyfax, we provide them with our ‘model’ set of diagnostics scripts for housing repairs and enquiries.

But, just like a kitchen or bathroom, our diagnostics model needs an update from time to time.

We want to make sure we’re providing customers with the most useful and relevant diagnostics we can put together. So, this year, we’ve done just that!

Don’t get me wrong, the original diagnostics model covered a lot of ground. It has improved processes and wowed customers time and again, but things change.

Your customers change, your business changes and technology changes. So, to be certain we’re offering the best possible support to our customers, we’ve changed too!

What exactly is the Diagnostics Script Model?

It’s Omfax’s job to make our customer’s job as painless as possible. So, when a customer decides Keyfax is the right tool for them, we work out exactly what needs to be done.

With over 30 years’ experience, we already have a good idea but we dig deep and work out the intricacies of each customer’s unique processes.

Once that’s done, those processes are built into the Keyfax diagnostics scripts. Starting from scratch would be a big job, so instead, we provide a model: A set of comprehensive diagnostics, covering a wide range of housing repair and tenancy management interactions.

The Diagnostics Script Model is the foundation we build on. We make tweaks to align Keyfax with each customer, and often improve existing processes using intelligent diagnostics.

Who decides what changes?

You do! To understand what additions would most benefit our new customers, we speak to our existing customers. Contact centres are continually evolving, which means our customers diagnostics are evolving too.

We touch base with our customers regularly and help them develop their content. As part of those conversations:

1. our consultant asks them about the changes they’ve made and why;
2. we run reports included in Keyfax to see which topics are used and which are not; and
3. we look for trends, both within our customer base, and the sector as a whole.

All this data helps us understand what could make our model even better. It also helps us decide what to remove.

Keeping our diagnostics model up to date doesn’t just involve adding content, we also remove the old to make way for the new. We restructure and reorganise it, to make using Keyfax as easy and intuitive as possible.

The Diagnostics Update Process

After reviewing the data, it was decision time.

The diagnostics scripts that customers had not used for over 12 months were removed. Our support messages and email templates were all checked and updated.

Next, new diagnostics needed to be designed. This included common topics that many customers used, and trends identified as improving service in the sector. In total, we reviewed and considered over 1,600 potential diagnostics.

Then we set about developing the new content. Each new diagnosis was designed to establish six key elements, the:

• Problem;
• Location;
• Component / person;
• Priority;
• Responsibility; and
• Next steps.

Subject matter experts added supporting information and our production editor developed new images to match them. The whole process took close to three months.

So, what’s changed?

We have a whole new range of diagnostics, including:

• 22 new categories, bringing the total to 85. That’s a 25% increase!
• 175 new topics, bringing the total to 597. That’s a 30% increase!
• 138 new supporting messages;
• New images, now giving our customers access to 400; and
• 112 markers, allowing you to report on repeat repairs, CSAT, and much more.

For housing repairs, we’ve added new categories for:

• Fire prevention;
• Staff requests;
• Decorating; and
• Independent living.

We’ve expanded and updated our existing repairs diagnostics for:

• Solar panels;
• Air / ground source heat pumps & biomass boilers;
• Walls & ceilings now includes a topic for attic hatches; and
• Staff requests cater for contacts from surveyors, cleaners & housing officers.

Clicking on Solar power above takes us to…

For tenancy management, we’ve added new categories for:

• Community engagement;
• Customer portal / self-service;
• Health & safety; and
• Parking.

This above screenshot shows the model, which is easily adapted to include the correct URL for MYAccount.

We’ve also expanded and updated our existing general enquiries diagnostics for:

• Fly tipping and waste management;
• CCTV access, domestic violence, and court action;
• Grass cutting and garage rentals; and
• Allocated parking, clamping and permits.

We’ve created new diagnostic system scripts to handle:

• GDPR checks;
• Corona virus procedures; and
• Handy person services.

As if that wasn’t enough, we’ve also added customer surveys to help track CSAT and NPS. So, now you can report on how your customers feel about the service they receive, in real time!

A lot of hard work goes into keeping our Diagnostics Script Model in tip top shape and we’re very proud of it.

If you feel our model will be useful to your team, or if you’d like to suggest additions for future versions, please contact us. We would love to hear from you.