Customers now expect to access their information whenever they want and to order services on-line whenever they need. So now is the time to provide them with their own .access  system that covers many aspects of the tenant-landlord interactions.

With .access service levels can be improved, the cost of meeting those service levels reduced and KLOEs can be met.

Involve

By involving the customer in the request process where they can see in black and white the what, where and when of the appointment they are more likely to be in when your staff arrive.

The whole process is structured to manage expectations and support the customer in defining exactly what the issue is and what options are available as to when it can be fixed.

The provision of a customer dashboard / calendar and the ability to give feedback on every request empowers the customer to take responsibility for the requests made.

Improve

Using dedicated and relevant questions on your forms your backoffice staff will have much of what they need to resolve an issue or repair a fault.

Structured forms reduce ambiguity allowing for correct prioritisation and allocation of the most suitable staff to the job. This can lead to your backoffice achieving more with less skilled staff as the intelligence is to some extent built into the system.

Reduce

Staff costs, telephone calls, postage and missed appointments are a significant cost to support teams. By moving as much as possible to the Internet and by improving the quality of communication many of these costs can be reduced.

Clearly, not everything is appropriate through this channel, particularly emergency support issues and repairs that will need immediate responses. However, there is as much a problem with under prioritising urgent work as over prioritising less serious issues and by clarifying within the structured questions the right priority can be determined.