1st Touch has launched iAppoint, a self-service module to streamline customer appointment scheduling by speeding up and improving the processes involved. The company reported that online appointment bookings made using iAppoint cost less than £1 compared with £6-10 for bookings made via call centres.
By integrating with a housing provider’s back-office systems, iAppoint aggregates all the key data relating to a tenant, their property and the housing provider’s resources and combines it with an online self-service appointment system. Tenants can schedule their preferred appointment, either through a visiting field operative’s device or online through their housing provider’s self-service portal or app.
Once made, appointments are then confirmed to the tenant by text in advance. The text advice system can be tailored to add the name and photo of the visiting staff member, along with an estimated time of arrival and their contact details. In addition to booking the appointment, the tenants can also prioritise or rearrange the appointments made, order additional text reminders and book any follow-up actions.
Greg Johns, CEO, 1st Touch, said, “Automating the scheduling function is a significant step forward both in terms of customer service and efficiency. From our own research, we know that housing providers that invest in this kind of technology will see a significant customer-service dividend as well as save over £6 for every appointment made online.”