A 360° tenant portal system from 1st Touch is being used by New Charter Group to transform its mobile workforce processes and tenant support strategy. The new system delivers a single-view of all key data, both for field operatives through their handheld devices and to tenants through an online portal-based customer hub.
Following a review of its people, processes and technologies, New Charter determined that investments were needed in mobile workforce systems and online tenant self-service.
The new system needed to be an automated digital solution that empowered New Charter’s tenants to self-serve wherever possible, allowing them to make payments, request repairs, report anti-social behaviour and carry out a host of other useful tasks. It also needed to be ‘right first time’ and ultimately be enterprise wide, giving all staff, field workers and New Charter’s management a single-view of all key data.
New Charter chose 1st Touch’s 360° tenant portal, which also includes the iAppoint automatic appointments system. This is a doorstep appointments system which simplifies appointment scheduling through enabling live tenant interactions. This allows tenants to schedule their own confirmed appointments with multiple departments, either online 24/7 via the customer hub or through field operatives using handheld devices when visiting tenants.
Yvonne Campbell, business transformation change manager, New Charter Group, said, “A significant increase in tenant transactions and the introduction of mobile working technology were the primary drivers behind introducing 1st Touch 360°.
“Once we have fully deployed 1st Touch, our staff will have the digital ‘single-view’ technology they need wherever they are. Our tenants will have easy 24/7 digital access to our services through our new online customer hub, thereby reducing the transactional demand on our staff.”
Greg Johns, CEO, 1st Touch, said, “You can’t fail to be impressed by the professionalism of New Charter’s change strategy or the scale of the investment it has made in transforming mobile working and tenants’ access to services. The fact that tenants can now resolve their own issues online through the customer hub, or have them automated by front line staff using handheld devices, is a major step forward.”
