Keyfax Self Service Enquiries

Keyfax Enquiries Online helps tenants by providing a simple way for them to make any general housing enquiry. The service is available 24 hours a day, via any internet enabled device, at a fraction of the cost of a manned customer service desk.

It enables residents to self-select the help they need and raise a variety of housing issues easily. It means the tenant can enquire at a time that suits them, and at their own pace.

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Tenant Self-Service Enquiries

Enquiries Online is easy to implement and has simple and secure REST integration with any online customer portal. Keyfax Enquiries Online offers an elegant alternative channel into your Housing Association or Local Government office. Which frees up customer service advisors to handle more complex enquiries, or to give residents who need it, more help.

Implementing Keyfax Enquiries Online
Want to get up and running quickly with tenant self-service enquiries? We make it easy. With over 30 years’ experience in the social housing sector, Omfax can help you deploy and customise your chosen Enquiries online solution. We provide a quick and seamless integration, without any disruption, through the expertise we have gained in working with over 70 social housing providers.

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Benefits of Keyfax Repairs Online

Tenant self service housing enquiries from any smart device
Significant cost savings – enquiries are much cheaper to capture
Satisfies resident expectations of a rapid enquiry resolution
Reduces contact centre call volumes, achieving channel shift
Easy to implement, with ready-made enquiries diagnostics
Free up advisors to handle more complex resident issues
Provides a high level of service 24 hours a 7 days a week
All of which save time and reduce costs further

“Oaklee has enjoyed a very productive working relationship with Omfax over the last 6 years. The team is very knowledgeable, they understand social housing inside out, and that is evident in the high quality products they produce.”

Emmeline Johnston – Service Centre Team Leader

Frequently Asked Questions

Can our customers use this on mobile phones and tablets as well as desktops?Jamie2023-06-21T20:23:35+01:00

Can our customers use this on mobile phones and tablets as well as desktops?

Absolutely. Both self-service enquiries and repairs were developed using a responsive design, so they work equally well on any width screen, and will dynamically resize whenever needed. So, your customers have 24-hour access to your enquiries services on any digital device.

How easy is this to integrate with our My Account housing portal, and is it available for MS Dynamics Power Portal?Jamie2023-06-21T20:24:07+01:00

How easy is this to integrate with our My Account housing portal, and is it available for MS Dynamics Power Portal?

Self-service enquiries have been integrated with many Housing Management system portals and standard integrations are available for those. Integration with MS Dynamics Power Portals is also available using our KeyNamics product. In 2023 we also expect to see a SalesForce portal integration. For any other portals we have a robust RESTful API.

Is it just a standard black and white presentation, or can it be branded to match the website?Jamie2023-06-21T20:24:38+01:00

Is it just a standard black and white presentation, or can it be branded to match the website?

Self service Enquiries have been designed so that we can make it match our customers branding. If you share your branding guidelines with us we can ensure that the presentation between your portal and self-service Enquiries is seamless. Chat with one of our staff and ask to see some examples.

Who is getting the most out of Self-service Enquiries in their Customer Service Centre?Jamie2023-06-21T20:25:13+01:00

Who is getting the most out of Self-service Enquiries in their Customer Service Centre?

One Keyfax customer, Citizen, uses Keyfax for all interactions both for Staff and for Tenant Self-service. This combined with dedicated Keyfax administrators and well considered processes has meant they have achieved CCA Global Standard accreditation. Which means that they have demonstrated an exemplary Customer Service strategy and operational excellence.

What does intelligent diagnostics mean, and how does it help improve customer service?Jamie2023-06-21T20:25:38+01:00

What does intelligent diagnostics mean, and how does it help improve customer service?

Intelligent diagnostics means looking up data from the host system to find useful information to improve the diagnostic. That means the advisor doesn’t have to ask the tenant something they should already know, like the customer’s heating, their boiler type or their housing officer.

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