Localz has been chosen by housing services provider Ian Williams to power its planned and responsive repair services.
The Localz platform enables automated customer updates, live operative tracking and real-time feedback around service appointments, all via a management dashboard connecting Ian Williams’ field-based staff and office workers.
The housing services provider has chosen to implement Track My Appointment for real-time tracking of technicians combined with automated customer notifications and two-way communications, Chat My Way so that Ian Williams’ contact centre staff can take part in group conversations with customers and the relevant mobile operatives, and Rate My Experience for real-time customer feedback.
With Ian Williams’ customers more aware of an operative’s arrival time and having the ability to communicate directly with their technician, ‘no access’ appointments and inbound calls to its call centres are expected to decrease and overall customer satisfaction increase.
Anthony Pycraft, response operations director, Ian Williams, said, “By partnering with Localz, we have the peace of mind that all appointments are tracked and communicated efficiently.”