EMH Group is coordinating its tenant services capabilities using software from Enghouse Interactive, in partnership with Montal and 5i. The Enghouse Interactive Communications Centre (EICC) software is now being used by 80 customer service advisors at EMH.
The EICC software provides EMH with multi-channel options for both inbound and outbound communications, mainly covering online, email and text messaging.
EMH also makes extensive use of the system’s callback facility, particularly for residents for whom English is not their first language. They can simply select a convenient time, day and language and the EICC solution arranges the callback at that time. Furthermore, using EICC to offer callbacks helps EMH to reduce queues, call times and abandonment rates.
David Morris, head of customer service, EMH Homes, said, “It’s a good example of how our contact centre technology, with the EICC solution at its heart, can be key in bringing benefits to tenants. You don’t want your staff having to use multiple applications; it’s confusing for them and inefficient. Instead, use CTI integration to reduce the number of screens and applications your advisors need to use and you’ll see productivity and efficiency benefits.”
EMH’s self-service portal for tenants is connected to its CRM system, with any tenant activity on the site also triggering alerts within the EICC relating to repair requests, housing benefit queries and appointment scheduling.
Helen Bradford, head of ICT, EMH Group, said, “Our current target is to resolve 83 per cent of queries at the first point of contact. We use codes within the EICC to create reports which tell us how many calls we have resolved and how many of each relate to either repairs or housing.”