Adactus Housing Group is implementing 1st Touch’s 360 Tenant Portal to offer its tenants more self-service capabilities. The software is expected to improve the group’s existing online services and augment its incoming call centre and customer care facilities.
Initially, the new portal will offer two new services to Adactus’s tenants. First, the system will enable tenants to book an appointment online to view a property that’s available to let. The second will be the ability to book repair appointments online. Tenants will also be able to receive alerts, review rent account balances, view statements, track their current repairs and review their repairs history.
All portal activity will be recorded in Adactus’s Aareon housing management system. This will provide the housing provider’s management team with a single view of key data and KPIs, and the smart analytics available from this data will support the group’s decision making for both the business and its tenants.
Suzannah Robinson, digital projects manager, Adactus Housing Group, said, “Our contact centre does an excellent job, and we want to complement this with an online offering that will handle many of the most routine enquiries and transactions. By reducing the number of calls our operatives deal with, they can spend more time on tenants with the greatest need. With its Aareon integration, the 360 Tenant Portal also allows us to drill down into the data to get live information.”