8×8 has launched 8×8 Remote Fix for UK housing associations. The innovative solution offers video capabilities to contact centre agents, allowing them to visually address and resolve tenant issues.
As a result, housing associations can better assess repair urgency, streamline maintenance requests, and reduce unnecessary on-site visits. This comes at a crucial time as tenant repair requests are reportedly taking longer to resolve and a significant number of properties are in need of repairs. 8X8’s technology is already proving effective, enhancing both tenant and employee experiences.
- 8×8 has announced 8×8 Remote Fix, a solution that allows UK housing associations to elevate tenant interactions to video using a secure video link.
- By offering video elevation, housing association contact centre agents can assess repairs remotely, leading to enhanced first-contact resolution and reduced on-site visits.
- 8×8 technology enables housing associations to operate more effectively, reducing costs, resolving issues quickly, and improving the experiences of both tenants and employees.
A Game-Changing Solution for UK Housing Associations
8×8 has launched an innovative solution, aimed at transforming the way housing associations interact with their tenants. Known as 8×8 Remote Fix, this technology is revolutionising how housing issues are addressed and resolved.
The Power of Video in Tenant Interactions
8×8 Remote Fix, a component of the 8×8 Contact Centre, harnesses the prowess of programmable video capabilities to enhance tenant interactions. This technology enables contact centre agents to elevate real-time tenant communications to video, using a secure link, thereby visually addressing and resolving issues.
This approach is not only innovative but also efficient. By giving tenants the option to visually demonstrate their housing problems, contact centre agents can better assess the urgency of repairs and resolve routine maintenance service requests remotely. This method significantly boosts first-contact resolution, which is a win for both tenants and housing associations.
Cost Efficiency and Improved Customer Service
Housing associations can also benefit from cost savings due to the avoidance of unnecessary and redundant on-site visits. This efficient assessment of repairs and the requirement of on-site visits have the potential to streamline operations, thereby lowering costs.
In the UK, it is common for tenant requests to take months or even years to be resolved. Housing associations have reported that between 10% to 45% of their properties require repairs. With wait times for repairs increasing by 40% since 2021, an efficient solution is urgently needed.
“As we near the winter season and the expected increase in tenant requests, having the means to prioritise and assess what is needed for each request is imperative,” said Mohammed Zabir, Director of Technology and Delivery at Platform Housing Group.
Enhancing Tenant and Employee Experiences
8×8 Remote Fix promotes an overall better tenant and employee experience. By leveraging video elevation capabilities, contact centre agents can determine the best course of action, whether that’s a remote fix or an on-site visit.
This technology has already shown promising results. Platform Housing Group reported that they had been able to remotely fix or re-evaluate 31% of issues quickly, resulting in time and cost savings as well as improved tenant and employee experiences.
8×8 Remote Fix is undoubtedly a game-changer for UK housing associations and their tenants. By harnessing the power of video, this technology allows for efficient assessment of housing issues, faster resolution times, cost savings, and improved customer service.
While it is still early days, the initial results are promising, and it will be interesting to follow the impact of this technology in the future. The integration of such technology into housing associations could very well be a significant step towards addressing the longstanding issues around repair times and tenant satisfaction.
Q: What is 8×8 Remote Fix?
A: 8×8 Remote Fix is a solution delivered as part of the 8×8 Contact Centre that allows contact centre agents to elevate real-time tenant interactions to video using a secure video link. This enables them to visually address and resolve housing issues.
Q: How does 8×8 Remote Fix benefit housing associations?
A: By offering tenants the option for video elevation, housing association contact centre agents can assess the urgency of repairs and resolve routine maintenance service requests remotely. This leads to enhanced first-contact resolution and reduces the need for unnecessary on-site visits, thus lowering costs for housing associations.
Q: What is the impact of 8×8 Remote Fix on repair wait times?
A: According to the Housemark Tenant Satisfaction Survey 2023, wait times for repairs have increased by 40% since 2021. With 8×8 Remote Fix, housing associations can remotely fix or re-evaluate 31% of issues quickly, resulting in shorter repair wait times for tenants.
Q: How does 8×8 Remote Fix improve the tenant experience?
A: By enabling contact centre agents to visually assess and determine the best course of action for each request, 8×8 Remote Fix ensures that repairs are addressed promptly and accurately. This leads to a better overall tenant experience and increased satisfaction.
Q: How does 8×8 Remote Fix benefit housing association employees?
A: 8×8 Remote Fix allows contact centre agents to properly assess fixes that can be done remotely and determine the requirements for on-site visits. By limiting the number of on-site visits, this technology reduces costs, resolves issues more quickly, and improves the well-being and experiences of both housing association employees and tenants.
Q: What other features does the 8×8 Contact Centre offer?
A: The 8×8 Contact Centre, delivered through the 8×8 XCaaS platform, includes cloud contact centre, business phone, video meetings, team chat, and SMS capabilities. It is a resilient, secure, and compliant platform that offers high reliability with a platform-wide 99.999 per cent uptime SLA.