Keyfax Enquiries Diagnostics

Enquiries Diagnostics (ENQ) was designed to help service centre staff to manage all housing resident enquiries apart from repairs.

Keyfax General Enquiries helps customer service staff by providing them with everything they need to help a tenant. The advisor is presented with all the information about the tenant and a logical series of questions to diagnose any issue.

Get a FREE consultation and save 10% on your first month

Easy to use and extend

Advisors can then help the tenant, stepping through questions, gathering information, and feeding back with messages and assigning tasks. Enquiries helps both tenant and advisor to understand what is needed quickly and accurately. It also makes it easy to assign further help, if the enquiry needs escalation.

Enquiries Diagnostics is easily extended by your in-house diagnostic admins, to cover any enquiry that the service centre might have to deal with. This helps all advisors to provide tenants with the same high level of service every time. It reduces costs and training time, improves advisor performance, and increases resident satisfaction.

Keyfax Enquiries Diagnostics helps customer services teams to handle inbound housing enquiries. It works along side Keyfax Repairs Diagnostics and is easily integrated with MS Dynamics CRM and most Housing Management Systems (HMS). Customers can easily change the Enquiries diagnostic scripts to fit their housing association’s policies. Keyfax Enquiries comes with a model script set that can be used as-is, but is simple to update or change. Existing Customers use Keyfax Enquiries Diagnostics for handling:

Antisocial behaviour
An abandoned property
An abandoned vehicle
Illegal parking
Fly tipping
Criminal behaviour
COVID 19 Services
Renting a garage
Rent balance enquiries
Requesting an aid or adaptation
Request for money advice
Rearranging an appointment
Raising a complaint
Registering a compliment

Keyfax Enquiries has an easy-to-use interface and simple search function, enabling Customer Service Advisors to help tenants with a wide range of housing enquiries.

Watch Demo Video

Benefits of Keyfax Enquiries Diagnostics

Improves customer service by enabling better advisor performance
Accurately and quickly provides diagnosis of resident enquiries
Increases first call resolution rate and reduces lengthy calls
Identical interface to Keyfax Repairs Diagnostics – intuitive & customisable
Customer advisors can handle a greater variety of calls, without specialist training
Enquiries can be handled correctly first time, for better resident satisfaction
Which saves advisors and tenants time and reduces the organisations costs

“By empowering the front line with the Keyfax diagnostic scripts we were able to schedule-up far more jobs first time. Previously, non-technical staff would put repair requests through to surveyors to deal with; but by using intelligent scripting this was significantly reduced.”

Director of Customer Services at Citizen

Frequently Asked Questions

What kinds of tenant enquiries does the standard product include?Jamie2023-06-21T20:17:18+01:00

What kinds of tenant enquiries does the standard product include?

The Keyfax model diagnostic scripts cover enquiries like antisocial behaviour (ASB), abandoned property, abandoned vehicle, Illegal parking, fly tipping, criminal behaviour, COVID 19 services, renting a garage, rent balance enquiries, requesting an aid or adaptation, request for money advice, rearranging an appointment, raising a complaint, registering a compliment.

Will it cost me extra for each new user I want to give Enquiries Diagnostics to?Jamie2023-06-21T20:17:52+01:00

Will it cost me extra for each new user I want to give Enquiries Diagnostics to?

No, there are no extra charges for adding users. All Keyfax licences are based on housing stock, so add as many users as you like within your organisation. In fact, purchasing Enquiries Diagnostics when you already have Repairs Diagnostics, or either of the self-service modules is just a small unlock price for the module.

What support and advice comes with the product – are we on our own once live?Jamie2023-06-21T20:18:20+01:00

What support and advice comes with the product – are we on our own once live?

You are certainly not on your own. Support & maintenance for on premise installations and the SaaS for Keyfax hosted with Omfax covers your organisation for unlimited support calls to the Omfax helpdesk. You will also have an experienced Customer Services Consultant to work with, who will periodically review the diagnostics for you and will help to get the most from the software.

What kind of call centre features does the product include?Jamie2023-06-21T20:18:41+01:00

What kind of call centre features does the product include?

Both Keyfax Repairs Diagnostics and Enquiries Diagnostics include HTML messages which can help to guide your customer service advisors. The messages are colour-coded to help staff identify what types of prompt they are dealing with and can include images, links to other online content and even video.

Is there a way to provide feedback to the diagnostic administrators to improve the diagnostics?Jamie2023-06-21T20:19:05+01:00

Is there a way to provide feedback to the diagnostic administrators to improve the diagnostics?

Yes, this key feature means that your diagnostics administrators can always be improving the logic of your processes. If the diagnostic doesn’t make sense, or needs adjusting slightly to add further options to an enquiry, this is easily fed back to the administrators through email. This means the diagnostics are always being extended and improved.

Latest News

9 May, 2025

Q-rious about your messages? Keyfax has them all in one place
The latest 4.4.7 release is now available and contains a number of exciting new features, including video collaboration offering remote assistance and a new appointment scheduling integration with Fast Lean Smart. Another new feature is the communications queue, which provides a complete history of all outbound communication sent by Keyfax. Making it much easier [...]
Continue Reading
9 May, 2025

Improved Presentation and Image handling with the latest version of Keyfax
We are excited to announce the launch of our image editor embedded within the release of Keyfax 4.4.7. This gives users a greatly improved presentation to Keyfax with a brand-new, tiled presentation of Diagnostics, straight out of the box! Primarily designed to enhance the capabilities of our core products, Keyfax Repairs Diagnostics and Enquiries., this [...]
Continue Reading
9 May, 2025

Orbit go live with the latest release of Keyfax Diagnostics
Orbit Group is now live with version 4.4.7. This latest release of Keyfax is a major one, introducing several new features. Orbit requested to be first in line for this upgrade, as they particularly wanted to start using the Single-Sign-On capability. But that is not the only new feature they are getting: Video Assistance [...]
Continue Reading
12 February, 2025

Keyfax Repairs Diagnostics and Enquiries Script Enhancements
Super charge your customer experience We meet plenty of customers and prospects that need diagnostic tools to handle all their repair and housing enquiries and want to get going quickly. To help make this a reality, we have a constant background job of spotting what our existing customers and others are using for both [...]
Continue Reading