8x8 Launches Remote Fix, Transforming Property Maintenance for Housing Associations
8x8 Remote Fix™ is transforming property maintenance, improving tenant satisfaction and reducing maintenance costs for housing associations across the UK. Launched in October 2023, the solution is delivered as part of the 8x8 Contact Centre to connect contact centre agents, tenants, and engineers using a secure video link to visually address and resolve issues.
“As we near the winter season and the expected increase in tenant requests, having the means to prioritise and assess what is needed for each request is imperative,” said Mohammed Zabir, Director of Technology and Delivery at Platform Housing Group.
8x8 Remote Fix gives contact centre agents the ability to elevate customer interactions to video, allowing them to assess and determine the best course of action—whether it’s an issue that can be fixed remotely or one that requires on-site support.
During a one-month trial, Platform Housing successfully fixed 39% of issues remotely with Remote Fix, saving time and money, and resulting in a better overall employee and tenant experience.
At a time when it’s been reported that tenant requests are taking months—if not years—to be resolved, Remote Fix provides housing associations the ability to improve operational efficiencies across the contact centre and maintenance delivery teams. Remote Fix allows engineers to address more issues faster, without the need for site visits and agents to make more accurate assessments of remote situations, allowing for better triage and avoiding unnecessary out-of-hours calls to non-urgent situations.
Housing associations are reporting that between 10% to 45% of their properties are in need of repairs, and according to the Housemark Tenant Satisfaction Survey 2023, wait times for repairs have increased by 40% since 2021. This is putting immense pressure on landlords. As the platform of choice for nearly 40 housing associations across the UK, 8x8 allows landlords to engage with more than 400,000 tenants to resolve housing issues.
“Video elevation capabilities through 8x8 Remote Fix allows housing association contact centre agents to properly assess fixes that can be done remotely or, for issues that require on-site visits, to determine what exactly is required to fix an issue – in terms of equipment, expertise, and more,” said Jamie Snaddon, VP, Managing Director of EMEA, at 8x8, Inc. “By limiting the number of on-site visits, 8x8’s technology enables housing associations to operate by effectively, reducing costs, resolving issues more quickly, and overall improving the wellbeing and experiences of both tenants and employees.”
Learn more about 8x8 Remote Fix.
