Trafford Housing Trust has just revealed the impact of its decision to adopt mobile working, reporting almost 100 per cent levels of satisfaction across a range of maintenance and repairs criteria for its tenants.
After the introduction of Sybase’s iAnywhere M-Business and Civica’s Servitor job management systems, Trafford Housing revealed that customer satisfaction levels for repairs have gone from around 70 per cent, covering emergency, urgent and routine appointments and completed repairs, to over 99 per cent across all types of repairs call-outs.
Mike Corfield, head of repairs, Trafford Housing Trust, said, “Customer feedback clearly showed that we had considerable room for improvement in response times to repair call-outs. We knew we needed to modernise our systems and our approach. Since the implementation of the mobile system, the main advantage has been the improvement of our operational performance. We have significantly improved our customer satisfaction ratings, based on repairs being completed within appropriate timescales.”
Trafford Housing also said that it had reduced its back-office administration as a result of reduction in paperwork and, “less operatives’ handwriting to decipher.” Looking ahead, Corfield said, “Future developments include text-message alerts, ‘one job at a time’ deployment and PDA links to our stores’ inventories.”