UK social housing providers dramatically improve repairs performance Previous Next A typical repairs project will result in: Better overall process performance (fewer WIP jobs, a higher first time fix rate, better operative productivity) A reduction in failure demand contacts into your organisation A better customer experience A lower cost service We have been working with […]
Capacity Assessment Do you have the right capacity in place to meet demand? One challenge all teams have in common is how to ensure they have the right capacity in place to meet their demand. This is often complicated because: Demand can change over time and correct capacity yesterday does not mean correct capacity tomorrow […]
Capturing & communicating the customer experience effectively Why do you need to understand the customer experience? When you’re busy working to get through a mountain of tasks or constantly being pulled into various meetings, it’s easy to lose sight of why you’re doing the work – for your customers. The customer experience should drive most […]
Over £75K worth of time saving for East Thames Download this story Results & ROI Elimination of the appeal process has saved time to the equivalent of over £75,000 for the year when comparing 2015/16 to 2016/17 A more resolution-focused process and a clearer framework for compensation has resulted in compensation paid out reducing by […]
Effective demand management Download client story infographic Looking at the bigger picture Like many organisations during the pandemic, Optivo had to change services and processes to accommodate the challenges of social distancing and remote working. Coupled with a growing demand from customers for more self-service, this led Optivo’s Operations Directorate to revisit their operating model, […]