Affordable housing provider Riverside is working with field service management software specialist Kirona to launch an online self-service appointment booking system for housing repairs for its 3,500 customers across Liverpool.
Riverside has implemented Kirona’s Dynamic Resource Scheduling Self-Service system that provides customers with an online booking system that enables them to select housing repairs appointment slots. The Dynamic Resource Scheduler (DRS) system will release optimised appointments in real-time based on the organisation’s parameters, ensuring profitability for the organisation and convenience for the customer. The DRS Self-Service solution will streamline the booking process and reduce call handling and associated costs.
Riverside has been using Kirona’s Dynamic Resource Scheduler (DRS) for three years within its repairs and maintenance service, to optimise planned and appointed work for its 250 operatives servicing 55,000 properties, by minimising downtime and ensuring the most appropriate person is selected for the job. Riverside also uses Kirona’s Job Manager to deliver a mobile working solution for field-based operatives that provides greater visibility of allocated work and streamlines communication between the centralised team and remote workers.
Ian Gregg, Executive Director of Asset Services, Asset Management at Riverside said: “It was important for us to maintain a high standard of service for customers so that the online booking experience felt seamless, as if they were dealing with a person at our contact centre. With Kirona’s support, we have managed to go live with the DRS Self-Service module in 12 weeks and can now offer customers 24/7, 365 day repairs at their convenience. It’s a one-stop shop for all our scheduling needs.”
Neil Harvey, CTO at Kirona added: “Riverside’s decision to invest in new solutions and seek to continually improve, shows a commitment to improving services for its customers. Now they will be able to optimise housing repairs appointments that not only benefits the organisation but improves service to their customers.”
Riverside is looking to extend its online repairs offering through its new Riverside Direct service, which will extend the service to cover southern and central areas.