Case Study: Solihull Community Housing improves first-contact customer service with Omfax Keyfax

Solihull Community Housing, setting the benchmark for Customer Service

Solihull Community Housing (SCH), an arms length management organisation, was focused on improving customer service and wanted to establish a single point of contact for all enquiries. To achieve this, they needed a single team and a unified source of customer information to manage enquiries accurately on the first call. They turned to Omfax for a solution.

Omfax implemented its Keyfax software, which guided advisors to manage all enquiries, log repairs accurately, and view full customer histories. This allowed SCH to handle over 80% of enquiries at the first point of contact and expand their services without adding staff. The solution from Omfax provided a true single point of contact, improved customer relationships, and resulted in high advisor satisfaction.

Solihull Community Housing

Lourdes Sharpe

Head of Customer Services