Case Study: Riverside achieves improved customer service and efficient repairs scheduling with Kirona's Job Manager and DRS Scheduler

Kirona Enable Riverside to Improve Customer Service

Riverside, one of the UK’s leading registered providers of social housing managing over 52,000 homes, faced customer feedback that repairs were not being reported, scheduled or managed effectively. To improve efficiency and reduce cancellations while maintaining customer-focused service, Riverside partnered with Kirona and implemented Kirona’s Job Manager and DRS Scheduler.

Kirona’s solution provided real-time appointment availability and geographic scheduling, enabling the Customer Service Centre to book and change appointments with fewer cancellations and allowing planners to group jobs by postcode to cut travel time and costs. The Job Manager and DRS Scheduler improved daily planning, acted as a repair information database for special instructions, and delivered measurable gains in service quality, cost reduction and operational productivity for Riverside.

Riverside

Ian Gregg

Executive Director of Asset Services, Asset Management