Keyfax Repairs Diagnostics

Keyfax Repairs Diagnostics helps busy customer service advisors to manage housing repairs enquiries more efficiently.

This dramatically increases first call resolution because advisors are provided with the information and confidence they need. They can talk to residents about any repair and diagnose the solution accurately and quickly, using intelligent scripting.

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Easy to implement and use

Using Keyfax Repairs Diagnostics means that any repair or maintenance requirement can be identified accurately and fixed correctly first time. This saves time and reduces costs, improving performance and increasing resident satisfaction.

Keyfax Repairs Diagnostics draws on more than three decades of experience and understanding of housing customer services. It delivers outstanding functionality and is easily integrated with MS Dynamics CRM and most Housing Management Systems (HMS). Non-technical staff can easily customise the diagnostic scripts, and any changes are quick and easy to carry out.

With its intuitive interface, diagrams to aid advisors and straight forward search functions, Keyfax Repairs Diagnostics is easy to use, and starts delivering returns on investment from day one.

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Benefits of Keyfax Repairs Diagnostics

Optimises service delivery through better advisor performance
Accurately and quickly diagnoses resident repair requirements
Increases the first call resolution rate and reduces call duration
Advisors can manage a wider variety of calls, without specialist training
Improves tenant satisfaction, by diagnosing repairs correctly every time
Superior functionality, intuitive, flexible, easily customisable

“Keyfax has revolutionised the way we train, reducing repairs training from nine weeks to just one. And it takes away the complexity. It’s so straight forward to use, you can easily find the information you need.”

Rhiannon Elston – Customer Services Manager at Melin Homes

Frequently Asked Questions

Who uses Keyfax to manage their social housing repairs?Matt2023-06-21T20:11:02+01:00

Who uses Keyfax to manage their social housing repairs?

Keyfax is used by over fifty Housing Associations and local government organisations across the UK and Ireland, and currently (summer 2023) supports a housing stock of over 867000.

Can Keyfax reliably assign the right SOR code to my repairs?Matt2023-06-21T20:11:47+01:00

Can Keyfax reliably assign the right SOR code to my repairs?

Keyfax is relied on to guide customer contact centre staff to assist tenants in diagnosing the right repair every time, which includes assigning the correct SOR, even if the organisation uses non-standard SORs.

How long does it take to learn how to build the low code diagnostic scripts?Matt2023-06-21T20:12:32+01:00

How long does it take to learn how to build the low code diagnostic scripts?

Everyone is different, but Omfax provides a two day training course that covers training for most people. The diagnostics scripting for most customers is owned and updated by non-technical contact centre staff, who pick the logic of the diagnostics up quickly.

Will Keyfax help our teams to share the building and review of diagnostic scripts?Matt2023-06-21T20:13:01+01:00

Will Keyfax help our teams to share the building and review of diagnostic scripts?

Keyfax diagnostics includes many types of messages from text to images and even video to assist the advisor. Diagnostics administrators can build in many different types of questions: address, check-list, date-time, file upload, list, numeric, text, and dynamic list.

What kinds of content can I prompt the contact centre users with to help them?Matt2023-06-21T20:16:12+01:00

What kinds of content can I prompt the contact centre users with to help them?

Keyfax diagnostics includes many types of messages from text to images and even video to assist the advisor. Diagnostics administrators can build in many different types of questions: address, check-list, date-time, file upload, list, numeric, text, and dynamic list.

Latest News

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 [...]
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19 November, 2024

Keyfax Repairs Diagnostics and MIS ActiveH Desktop Enhancements
Keyfax has always had a rich, deeply integrated solution with ActiveH Desktop which is the MIS Housing Management System. Keyfax now also has a new integration with ActiveH Web to the same high standard, but that is for another blog. These improvements began when Orbit Housing Association had ambitious plans to improve the way [...]
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1 November, 2024

Staff Changes – One Farewell and two “Welcome Onboards”
Ian Fyfe There have been a few staff changes recently. Omfax has waved a sad goodbye to Ian Fyfe who retired after over twenty years with Omfax. Ian was senior developer at Touch-Base and was largely responsible for the Keyfax product suite as we know it today. He also spent much of his time [...]
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4 October, 2024

Most Innovative Housing Repair Software Company 2024
Omfax is very pleased to be given this title for innovation from the publishers of BUILD Facilities Management in their 2024 Awards. BUILD published a special edition of their magazine to highlight the winners of their various categories. You can see the two page write up from this link - see pages 8 and [...]
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