Kirona enable Riverside Housing Association to improve customer service.

One of the UK's leading registered social housing providers, Riverside Housing Association, has implemented Kirona's  Job Manager and Xmbrace DRS software to manage the work of responsive repairs teams across the north of England enabling the Customer Service Centre to deliver improved customer service.

Riverside provides affordable housing and support to people of all ages and circumstances. Michael McGowan, Projects Manager at Riverside explains: “Customer service excellence is key for Riverside, and as an organisation we continually measure how we are performing and address what improvements we can make. Customer feedback from our Star Surveys highlighted to us that improvements were needed regarding how repairs were reported, scheduled and managed. Riverside prides itself in transforming lives by providing well maintained, good quality affordable housing, so ensuring the repairs and maintenance of our properties is optimised is another key area for us.”

McGowan continues, “We have successfully rolled out Kirona’s dynamic scheduling software Xmbrace DRS and the mobile worker application Job Manager to approximately 70% of our housing stock. The software is used by our Customer Service Centres and to our contracting repairs partners across Merseyside, Manchester, Yorkshire, Humberside and Cumbria. We have seen an immediate positive effect since using it, with reductions in the time it takes to process a repairs request from a customer, with the customer no longer having to contact us multiple times to get their request scheduled, and the Customer Service team are delighted too as they are able to book and change appointments with clear real-time visibility of availability and jobs can be booked in the same area on the same day, reducing travel time.”

Ryan King, Mersey North Planning Team Leader commented “I find that DRS is very effective when it comes to the daily planning as it’s a clear system which offers benefits such as being able to batch the areas by post code per operative, it is also a helpful tool as we can use it as a database for repair information i.e. special instructions which reach the operative’s PDA device such as avoiding school run times.”

Neil Harvey, Kirona CTO, added “Riverside approached Kirona with a vision of how they wanted their services to improve, and we worked with their teams in an open and transparent way to deliver their workforce management solution to enable them to improve their customer service.”

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