Case Study: Walsall Housing Group achieves best-ever customer service score with Omfax Keyfax

Walsall Housing Group - Customer Case Study

Walsall Housing Group (WHG), a West Midlands-based social housing provider, faced a significant challenge in processing customer enquiries efficiently following a major stock transfer. With new customer service advisors requiring three to four months of training, WHG needed to drastically cut this time while ensuring consistent and accurate first-point-of-contact resolutions. To address this, they turned to vendor Omfax Systems for a solution.

Omfax Systems implemented its Keyfax software, which integrated seamlessly into WHG's existing customer service solutions. The software provided advisors with instant access to a vast CRM databank, allowing them to personalize calls and resolve enquiries quickly. As a result, 80% of enquiries are now resolved on the first contact and advisor training times have been significantly reduced. This investment led to WHG achieving its best ever customer service score in a recent audit.

Walsall Housing Group

Helen Roberts

Customer Contact Centre Manager