Salford-based Salix Homes is set to improve customer service with its planned adoption early this year of First Adapt’s 100 Questions Knowledge Map system. This works on a question and answer basis by taking the questions most often asked by tenants and turning them into a series of highly visual and intuitive knowledge maps.
With a new centralised customer service centre, Salix Homes wanted to ensure consistency of responses across its front-line staff and provide a ‘enter one time only’ application to tackle the perennial issue of knowledge decay (see p14, November issue of Housing Technology) by ensuring that any information given is accurate and relevant to the question being asked.
Staff working in the service centre can quickly navigate the knowledge maps to get answers to a range of frequently-asked questions thereby providing consistent and rapid responses to customers.
Salix Homes is also using the Knowledge Maps to bring together tenancy and estate services staff who have until now worked in different offices and get agreement on one consistent way of delivering services.
Looking ahead, Salix Homes’ HR and personnel department is the next area scheduled to be given access to the 100 Questions Knowledge Map.