Platform Property Care – a subsidiary of Platform Housing Group – has confirmed a 12 month agreement following a trial with its communications partner, 8x8.
The trial involved the organisation’s tradespeople offering a live video solution to identify gas problems within a customer’s home.
Lee Vernalls, Assistant Director – Business Development and Growth at Platform Property Care said : “We are delighted to announce the success of this latest trial and the subsequent 12 month contract we have signed.”
The trial allowed Platform Property Care operatives to conduct two way video calls with customers so that repairs could either be seen prior to a visit or fixed remotely. Viewing the problem prior to a visit has the added benefit of ensuring operatives have the correct materials to repair the problem on arrival.
The process originates from an SMS message sent to the customer by the tradesperson; a simple click on the link starts the video call with no need to download any software or set up an account. The operative can then take pictures from the customer’s camera which are automatically saved into the organisation’s system; importantly, the images can be annotated in real time in order to talk the customer through a remote repair if appropriate.
The results from the trial were encouraging with 39 per cent of calls resulting in a remote repair and 26 per cent of calls reducing the need for an initial inspection; heating was the largest remote fix area.
Lee concluded : “The ability to have real time video interaction with our customers will allow us to deliver a consistent level of service and support to those who need it.”
The trial’s outcomes included an improved customer experience, a reduction in the number of home visits and more availability for those jobs which require a physical presence. Importantly, it also reduced time spent travelling which will have a positive impact on the organisation’s carbon footprint.
For further information, please contact Lee Vernalls, Assistant Director – Business Development and Growth at Platform Property Care on Lee.Vernalls@Platformhg.com.