Intelligent housing repair software made simple.

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 tenant repairs and any general enquiries. Anything useful is turned into new scripts in the standard set of diagnostics delivered with Keyfax.

Which means that the Keyfax suite provides all the tools you need to take your customer service to the next level, and quickly. These constant additions and tailoring of scripts mean we can help customers get up and running in a matter of weeks.

A role model in diagnostics

We know that implementing software can be a daunting task. That’s why we like to make it simple and easy to get started and move quickly to project completion. On delivery, Keyfax provides access to our library of model content consisting of over 800 pre-built diagnostic scripts across all four Keyfax modules. For staff

• Repairs Diagnostics
• Enquiries Diagnostics

And for tenants and leaseholders

• Repairs Self Service
• Enquiries Self Service

Each diagnostic contains a carefully thought-out logic-based process consisting of questions, prompts, advice messages and actions to help your staff and tenants diagnose each enquiry consistently, ensuring the correct outcome each time.

Using the click and drag editor you can then customise the model content to suit your own policies and procedures. We understand the value this brings, so have been busy updating and adding to our model content resulting in an additional 160 topics across all Keyfax modules.
Let’s take a closer look.

Keyfax Repairs Diagnostics

With 355 repairs topics, including 53 new additions, Keyfax Repairs Diagnostics helps contact centre advisors to process a range of common and specialist repairs covering all repair priorities, including emergencies. New additions include:

• Balcony
• Boxing in of pipes
• Meter cupboard
• Lead flashing
• White goods

Keyfax Repairs Self Service

256 topics across 21 categories.
With 82 new additions mirroring many from the staff module, the online graphical diagnostic tool provides customers with a simple way to diagnose their own routine repairs at anytime, anywhere, on any device. With clear signposting for emergencies, including self-help videos, information and advice.
Using the pre-built content, you can adapt these to suit your own processes.

Keyfax Enquiries Diagnostics

124 Topics over 22 categories.
With 32 new additions, Keyfax Enquiries Diagnostics enables your contact centre staff to handle an even wider range of non-repair related enquiries covering tenancy, housing management and home ownership. New additions include:

• Asbestos
• Damp and mould
• Data protection
• Development
• Leaseholder
• Safeguarding

As well as this, the Enquiries module is often used to record all contact, including updating CRM with notes from the call, or recording sales calls, messages passed to colleagues and more.

Keyfax Enquiries Self Service

67 topics over 13 categories.
Finally we have Enquiries Self Service, used to handle those high volume but common enquiries from tenants and residents, such as:

• Applications for mutual exchanges and transfers
• Anti-social behaviour incidents
• Household and information updates
• Permission requests
• Communal and estate management enquiries

Just go with the flow

When Keyfax is first installed, customers want to review, share and edit the model content.
To support this, we have documented all 800+ diagnostics in Microsoft Visio, including all message content.

You can also use our inbuilt Script Flow feature within Keyfax to export and share content either as a downloadable image or shared link.

An image paints a thousand words

As well as the model content, there are also hundreds of supporting images, particularly focused around repairs.

Customers often tell us that their contact centre staff benefit from this imagery, particularly those that are new to housing and/or those with limited knowledge of repairs and maintenance. These images are also great for supporting new employees during their induction or training phase.

In fact we use them in the Effective repairs reporting training course specifically designed for new employees. The course teaches your staff how to identify the different maintenance aspects that tenants may report, giving them a great foundation of knowledge to improve their confidence and customer service.

Looking to the future

Over the next few months, we will continue to update and refine the Keyfax model diagnostic content, giving new Omfax customers a solid foundation to build on.

Firstly, we will focus on adding additional content to our Enquiries Self Service module.

We will also be adding additional high-quality pictures and icons to our image library, giving customers more options and improving the presentation of Keyfax to staff and tenants.

We are also planning to make diagnostic scripts transferable, allowing them to be copied from one Keyfax environment to another and even downloadable.

Watch this space for more news.