Case Study: Orbit improves repair diagnosis and customer service with Omfax Keyfax

Keyfax, providing the flexibility to adapt to changing requirements

Orbit, a large UK social housing provider, faced a challenge in its Customer Service Centre where repairs were being logged inconsistently and inaccurately, leading to incorrect prioritization and costing. To address this, the organization turned to vendor Omfax Systems and implemented their product, Keyfax Repairs Diagnostics and Enquiries.

The solution from Omfax provided a flexible, intelligent system that guided advisors through the repair logging process, ensuring consistent and accurate diagnoses. This resulted in a higher proportion of enquiries being resolved on the first call, significantly reduced advisor training time, and generated new income streams for Orbit through expanded services. Omfax's Keyfax enabled the organization to improve service quality while maintaining tighter control over costs.

Orbit

Daphne Arnold

CSC Support Manager