Omfax News & Blog
27 April, 2021
Due to the pandemic, the past year has seen much of our staff work from home. All our services have run smoothly over this time and we have continued to support all our clients, new and old, with enquiries, services and training. As of the end of May we will be consolidating the administration [...]
24 March, 2021
Making your mark with markers! Chances are that anyone working in or managing a contact centre, will be accustomed to performance management and reporting. You may have read our recent blog, Customer Service Centre KPIs, do they work for you? With Keyfax reporting, you can report on: number of enquiries or repairs logged; priorities; schedule [...]
16 March, 2021
In January 2020, the World Health Organisation declared COVID-19 a global health emergency. It has been an unprecedented time with many changes in our personal and professional lives and there is no doubt that COVID-19 has impacted how we work. It has had a drastic effect on the economy; businesses have struggled, with many [...]
9 March, 2021
The way we all work has probably changed forever. That’s a scary thought and not easy to accept. I’ve spent the last 20 years working in an office environment with certain rules and routines. Covid-19 changed all that! Working from home has been a huge adjustment but one I have adapted to. Being “busy” [...]
24 August, 2020
Especially for You If your Housing Management System is ActiveH from MIS, this one is just for you. There are fourteen MIS users using Keyfax Repairs Diagnostics and Keyfax General Enquiries, and many more to come, we hope! What follows is a bit of best practice for MIS users and, hopefully, will inspire admin scripters to apply these ideas [...]
28 July, 2020
Key Performance Indicators Key performance indicators are vital for the health of every organisation. They provide measurable targets that demonstrate how effective a service area, team, or individual is, at achieving the organisations objectives. While high-level KPIs focus on the overall performance of the organisation, low-level KPIs focus on the processes in a department [...]
1 July, 2020
During the COVID-19 pandemic, many Housing Associations and local government landlords have changed what kinds of housing repairs they are prepared to carry out under the restrictions. For many, it’s emergency repairs only: Gas leaks Uncontainable water leaks Complete loss of heating and hot water Electrical or fire risk Property security But, as we [...]
22 June, 2020
It’s a fair question. Is it just so that your provider can charge you more support and maintenance, or are there real benefits to be had from running with Test systems? Occasionally, we meet customers who might not benefit from a test system. But, more often than not, there are plenty of advantages to [...]
12 June, 2020
It has often been said that the housing sector can be a little slow in embracing new technologies. However, with digital strategies and transformation projects well underway, the housing sector is now seriously considering how Artificial Intelligence (AI) can be used to improve the customer experience. Not so long ago, it was predicted that tenant [...]
19 May, 2020
Schedule of rates (SOR) codes, in one form or another, are a common part of the housing repairs sector. SOR codes ensure a job is scheduled to the right person, booked for the right amount of time and includes the correct materials. All of this adds up to a well costed and well-resourced repair. [...]
23 March, 2020
The Housing team at Royal Borough of Kensington and Chelsea have been a valued Omfax customer for thirteen years, starting their journey with us in 2006. RBKCs approach to diagnosing repairs with Keyfax is regularly reviewed and developed. Using feedback from their customer services team, housing management team and repairs contractors, RBKC aim to continually improve [...]
20 March, 2020
The Keyfax Administrator is responsible for scripting each process. Repairs scripts are a work in progress and should be reviewed on a regular basis. Each script has been discussed with the relevant module expert with involvement (hopefully) from the Contact Centre. Once the logic of the script is agreed, the Keyfax Administrator can start [...]
17 March, 2020
Pass the Leeches - A good purge is healthy The therapeutic use of leeches has a long history. The medicinal leech has three jaws and a hundred teeth. It saws through skin and injects chemicals that dilate the blood vessels to get a better flow of the good stuff: Anticoagulants to stop the blood from clotting [...]
16 March, 2020
A Message to our Keyfax Customers We know your organisation depends on Omfax Systems and Touch-Base technical support service. So with regard to the Coronavirus (COVID-19), here are the measures we are taking to ensure service continuity. We are focusing on prevention and are limiting our customers, suppliers and employees direct interaction and making [...]
10 March, 2020
Sometimes the simplest way to carry out ‘best practice’ is to avoid the common pitfalls. In this blog we will look at three common mistakes made while administering Keyfax. Two involving SQL best practice and another that relates to general script writing. Hopefully by highlighting these it will improve your experience while using and [...]
9 March, 2020
Keyfax archiving and purging – no, it’s nothing to do with moving filing cabinets around in a big van, nor is it the start to a horrible diet plan. Spare a few minutes to read this and you’ll see how it can add marginal gains to Keyfax performance, saving you time, and preventing ongoing [...]
21 February, 2020
Why you should provide repairs e-learning to your staff... Practical and cost-effective course that isn’t too technical Study at their own pace, using short, clear explanations and diagrams Raises confidence. Their confidence in their knowledge; your confidence in your staff When is a good time for your Customer Service Advisors to train up in [...]
16 December, 2019
This blog post originally appeared as an article in the November 2019 edition of Housing Technology about MS dynamics integration. Housing Technology Article © Copyright 2019 The Intelligent Business Company, publisher of Housing Technology magazine. Click here to read the latest edition of Housing Technology. Click the image to see the original Dynamics & 3rd Party integration [...]
