Kirona Enable Riverside to Improve Customer Service

By Laraine Geddes

Riverside, one of the leading registered providers of social housing in the UK, managing over 52,000 homes across England and Scotland, has successfully implemented Kirona’s Job Manager and DRS Resource Scheduling software enabling the Customer Service Centre and Responsive Repairs Teams to deliver improved customer service.

Ian Gregg, Director of Asset Management at Riverside Housing Group explains “As a customer focused organisation we continuously review our working practices. We want to ensure we deliver excellent services to our customers as efficiently as possible, offering them value for money, reinvesting the savings generated back into investment in their homes and services.

Riverside provides well maintained, good quality affordable housing. Ensuring the repairs and maintenance of our properties is optimised is a key driver for us. Customer feedback highlighted to us that improvements were needed in how repairs were reported, scheduled and managed. By implementing Kirona’s DRS Scheduler and Job Manager software, our Customer Service Centre are now able to book and change appointments with real-time availability so less appointments are having to be rearranged.

Ryan King, Responsive Repairs Team Leader commented “The new software is very effective when it comes to the daily planning. As it can plot appointments geographically we are able to schedule jobs by post code, so jobs in the same area can be arranged on the same day. It’s more cost effective for time and travel. We can even use the system as a database for repair information i.e. special instructions such as avoiding school run times.”

Kirona has an excellent track record in the way it helps organisations to deliver exceptional field-based services in the most cost-effective way possible by providing clients with a suite of software that enables them to manage their end-to-end service processes and to seamlessly link field-based workers with central functions. Not only does this improve the service delivery to their customers it also reduces costs and enable significant efficiency and productivity increases.

Neil Harvey, CTO at Kirona, 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 mobile workforce management solution to enable them to improve their customer service.”