COMMUNITY HOUSING
Having worked closely with Home in Place, one of the largest non-government social housing providers in Australia, we’ve been able to gain insight into the challenges faced by the sector.
These challenges include:
Together with leading global platforms and partnerships, we help Community Housing Providers (CHPs) address this through two services:
Cloud telephony is a communication system that operates through the Internet rather than traditional phone lines.
With cloud telephony, all voice data and services, such as call routing, voicemail, Interactive Voice Response (IVR), call forwarding and call analytics, are delivered over the Internet.
This allows you to handle your communication needs efficiently, without investing in costly infrastructure.
Remote visual support uses advanced technologies to share live video and audio feeds between individuals or teams working remotely, allowing them to collaboratively diagnose, troubleshoot and solve problems in real time.
Let’s take a closer look at the key challenges community housing providers in Australia commonly face and how unified cloud communications could help.
You can reduce operational costs by consolidating communication channels into a single service.
For example, you could replace corporate smartphones with a BYOD (bring your own device) policy and then use their virtual extension from their device, cutting mobile phone costs. Scale your cloud telephony service up or down so your operating costs move with your staff numbers.
Unified communication and cloud technologies (UCaaS) platforms can include features that help document and archive communications, which are useful for regulatory compliance through readily available rich analytics and reporting.
Improved communication tools facilitate better internal governance, allowing for efficient board meetings and streamlined decision-making processes.
UCaaS can improve coordination among maintenance teams and streamline reporting processes, making it easier to manage multiple properties. For example, by automating the inclusion of all calls and related metrics against the assets in your system.
Efficient communication channels can be established with tenants for reporting maintenance issues, leading to quicker resolutions and better tenant satisfaction.
This includes the ability for staff to accept communication from multiple social channels like Messenger or webchat and process and report on it in the same manner as a telephone call.
This is referred to as an omnichannel capability. It’s important to note here that an employee can effectively manage up to six concurrent web chats simultaneously while only being able to handle one phone call at a time.
UCaaS enables more effective and diverse ways to communicate with tenants, such as through video calls, instant messaging or integrated communication platforms.
This potentially contributes to a faster resolution, less waiting time and less frustration for the tenant.
UCaaS facilitates online support services, providing multiple channels, including counselling, legal advice and community engagement through various communication channels.
For Home in Place, leveraging their investment in technology to improve their digital service platforms and capabilities enabled them to drive greater customer service and digital inclusion.
Community housing providers in Australia are making decisions on property management based on the limited information provided by phone calls. The cyclical management and responsive maintenance of property assets is one of the greatest challenges a community housing organisations can face. Remote visual support can help.
Faster resolutions
Remote visual support enables maintenance staff to diagnose issues using visual assistance technology remotely. This can significantly reduce the need for on-site visits, leading to faster response times and lower travel costs.
Empowering residents through visual-based assistance
Through remote visual guidance, maintenance teams can accurately identify the nature of a problem before visiting, ensuring that they arrive with the right tools and parts. This improves first-time fix rates and reduces the need for repeat visits.
Tenant empowerment
Remote visual support can empower tenants to perform minor repairs or troubleshoot themselves with remote guidance from technicians. This saves time and resources and enhances tenant satisfaction and self-reliance.
Documentation and compliance
Remote visual support can facilitate the documentation of issues and repairs, which is crucial for regulatory compliance and maintenance records. Visual evidence of problems and repairs can be easily captured and archived.
Accurately inspect completion of work and quality
When external contractors are involved, remote visual support can improve communication and coordination.
Contractors can fully understand the issues before they arrive, accurately account for their work and capture visual information on future repair requirements. This leads to more efficient repair and maintenance work and overall asset management.
The status of properties needing cyclical maintenance is often outdated. Gathering and storing this information so you can use it in budgeting and planning is a big challenge. Planned maintenance decisions are often based on assumptions, guesswork or past experience.
Gather on-site data to improve long-term asset cost predictions
The ideal state managers would like to achieve is predictive maintenance based on accurate information about the asset.
With a remote visual support service, you can leverage tradesmen who go onsite to gather data about the state and condition of the asset to improve long-term planning and budget allocation.
Capture the data in your property management system
By integrating the remote visual service into your system, the data capture against the asset in the system record can be automated, streamlining the ability to report on the assets.
Unified communication streamlines internal and external communication, promotes collaboration for community initiatives and helps in efficient information dissemination for NFP community housing.
Cloud transformation offers secure data management, easy accessibility, cost-efficiency, and scalability in operations that are vital for community housing organisations.
Cloud telephony enhances communication channels, making it easier to engage with the community, provide timely support and integrate services efficiently in the NFP sector.
Remote visual support facilitates remote property inspections and maintenance and offers visual-based assistance to residents, improving service quality and resident experience.
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