Customer Self Service

The perfect solution to reduce call volumes and empower customers

As more and more social housing providers look to operate with increased efficiency, it makes sense to take advantage of our Digital Self Service solutions that has been designed to ease the burden on contact centre workers. The application puts customers in control by giving them the ability to access key digital services, at a time which suits them, on any internet enabled device. They can check their rent account balances, make payments, log repairs, report anti-social behaviour, update their personal details and more. So if your organisation is looking to step up its digital transformation, then our customers self-service is the ideal tool.

To discover how we can support your organisation with enhanced services across your properties and wider communities, contact MRI social housing today.

Features

Rent Account Access

Customers can view rent balances, make secure payments and set up direct debits.

Self-appointing Repairs

Customers can log repairs including uploading photos and book, cancel or re-arrange appointments at their convenience.

Integrate Messaging to prompt Feedback

Send SMS message links to surveys and questionnaires or reminder for payment – with links directly into your customer portal.

Choice and flexibility to customers

Digital platforms enhance your responsiveness and customer services, creating a positive experience for the end user.

Customer Self Service

Advantages

  • Enables flexibility and choice in how customers can interact – accessing services 24/7, on any device instead of the traditional 9 to 5 hours in which call centres operate.

  • Built on the latest progressive web-app technology – meaning apps don’t need to be downloaded, updates don’t need to be installed.

  • Self-build, self-service, subscription-based platform that delivers total control to providers with secure and quick deployment.

  • Simple to build workflows and customisation tools, making new customer portals and extension of your brand and identity.

  • Promotes engagement with all customers with multi-language options built in.

  • Reduce dependency on traditional forms of communication – whether that be through letters to their residents or inbound/outbound calls.

I think it’s the way forward. We have to acknowledge that customers want to contact us in different ways. We have to move with the times and digital self-service is in demand. It’s surpassed what we thought the appetite was. It’s definitely worth doing and there’s a big benefit to the organisation as well as to tenants.
Eleanor Chard | Head of Customer Services @ Newydd Housing Association

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Find out more about MRI’s broad range of technology solutions designed specifically for social housing providers.

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