Case Study on

Housing Asset Management Software

Our Housing Asset Management Software- MobileWorker has been premeditated to address the needs of tenants as well as property assets, allowing housing providers to revolutionize the customer service. It is a solution to enhance the experience for both tenants and employees with the technology enabled process that guarantees quick action and systematic flow.

Regardless of the size, being it a petite locally based housing co-operative or a large commercial bringer, iTouchVision has the ‘build as you go’ approach to developing the housing asset management software suite to administer your assets, tenants and employees.

Here’s a real scenario that gives readers a clear picture of how our MobileWorker can be a boon for CRM:

The Problem

A tenant living in housing co-operative faces a problem of a tap dripping at his home. He tries to connect to the call center to get report it and get a solution. On calling, the agent asks for details and keeps him waiting on hold to find the relevant information in a file. Next, the tenant needs to describe the problem to the call center operative along-with necessary facts.

The call center agent as per his understanding logs in the service request. There is no accurate idea of how bad the condition is or what all instruments or spare parts may be required by the technician to visit the tenant and fix the problem. Since the call was made in the noon, the job can be assigned to concerned worker only the next day. The service technicians are normally required to come to the office/depot/workshop every morning where they are given paper copies of their daily job sheets before starting work.

The field staff is supposed to go back to the workshop or on-premise office and hand their completed job sheet back in with any additional work written on the back of them. Finally, an administrator would then have to manually complete every job on the back end system they use. Thus, this how the entire lifecycle of managing requests becomes tedious, long and manual.

Now, the next day repair technician visits tenants home, causing a loss of the day for him & increasing a day’s trouble. It may happen that he is unable to fix the problem so this gets stretched to multiple days that may become a reason of frustration for the tenant.

On any given day a business knows the work that was scheduled to be carried out but has no way of knowing which jobs have been completed until the maintenance field worker operative has returned back to the office or depot. In housing, for example, there is no way to inform the tenants about the arrival time of maintenance field worker operative or scheduled end solution. Also, they might attend the job but be ill-equipped for how complex the job is due to it being wrong described/reported in the first place.

It definitely proves to be a waste of time, resources and investment.

The Solution

iTouchVision’s suite of mobile reporting applications has been developed to address all the problems faced by tenant & streamline the process for the company servicing them. It enables a tenant to report any kind of issue via a branded app. An interface with custom forms, pre-populated data, and support for media attachments is offered on our user-friendly mobile app. This significantly reduces the incoming phone calls to the contact centre or house landlords.

iTouchVision’s MobileWorker app is developed to ease the field worker operatives’ effort using smartphone and tablet devices to synchronize with back-office team. Operatives are able to clock in from home, receive daily jobs and go directly to their first appointment saving on time, fuel and travel costs. Mobile field worker operatives are able to view the job and pick the job, see a photo or video of the issue and gain a better idea to carry the types of equipment. Also, while the field technician is on work, any incoming job on his way can be allocated to him considering the location and priority of the request.

This set of features on the mobile app allows the field worker operative to be better prepared to access and fix the issue before they arrive at the scene. Also with real-time synchronization, the job status is updated and the request is closed as soon as it is attended in real-time.

Here, the tenant who made the request with the app, has the field operative visiting his home in a dedicated amount of time to fix the issue and also informed of the job completed with necessary photos & details.

It indeed sounds a worthy solution that saves time, user-friendly and helps the field worker to give more efficient results. Also, the tenant gets notified of the progress which shows proven results.

Managing the entire administration with multiple customers and field technicians is challenging, completed daily job sheets are often lost or not returned, jobs are not concluded as per the SLAs, data is entered with errors and in a few cases the work does not get done at all and has to be re-issued after repeated requests by the resident.

To effectively manage your housing work with cost savings, organized data, quick actions and advanced features that result in a more streamlined process, connect to us for a demo of our housing asset management software! You can comment or send in your feedback and queries on Facebook, Twitter, Google plus, and LinkedIn as well.

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iTouchVision is one of the world's leading cloud-based service provider with innovation & excellence at its base. The company has made its presence in all business verticals with its technical & operational capabilities to enhance the working of private & public sector organisations. Our products, ranging from Web-based software to Mobile applications have made their mark globally to transform the way work is completed.