Case Study: Bromford achieves 80% first-time-fix call resolution with Omfax Keyfax

Bromford Living achieve 80% first-time-fix call resolution using Keyfax

Bromford Living, a social housing landlord, was underperforming in its customer service delivery. A key challenge was operating five separate contact centers with different numbers for housing and repair queries. They turned to Omfax and its Keyfax repair diagnostics and query management software to help resolve this issue and improve service quality.

Omfax worked with Bromford to customize the Keyfax solution, which integrated with their existing housing management system. This provided front-line staff with the knowledge to handle a wide array of queries. The implementation helped Bromford achieve its target of 80% first-time-fix call resolution and reduced the average call time for reporting repairs by 18%. Omfax's solution made the team more effective and freed up specialists to focus on other value-adding areas.

Bromford

Mandy Holian

Customer Service Contact Manager