Bespoke phone dialler system
By working together, the two organisations have developed a bespoke telephone dialler system that increases contact with customers at the point their agreed arrangement becomes overdue, through proactive automated dialling, connecting customers to officers and using text messages intelligently to nudge customers into making payments.
The system contacts customers as soon as a scheduled payment is missed. This early intervention means that we can better support our customers to address the reason for the arrears and also signpost them to further support if required.
The bespoke dialler phone system won the ‘Most Innovative Housing IT System’ category at the 2017 Housing Innovation awards. The system has also been shortlisted in the Best IT System’ category at this year’s Housing Excellence awards. The winner of the Housing Excellence awards will be announced in a ceremony at The Principle, Manchester on 25 May 2017.
Gary Hardy, director of housing operations at Midland Heart, said: “The outbound phone dialler system provides an innovative and unique approach to supporting customers and meeting their needs by increasing customer contact, helping support customers to sustain their tenancies whilst improving rent collection rates and reducing arrears by engaging with customers as early as possible when issues arise.
We are thrilled that the dialler system is receiving such great recognition. The dialler system has changed our day-to-day operations and approach to customer contact with a 300% rise in contact since project launch.”
The technology has delivered efficiencies, costs savings and changed the approach to supporting customers with rent arrears. Early intervention made possible by the dialler means Midland Heart can better understand the reason for the arrears helping resolve issues before they become unmanageable.
Midland Heart choose Rostrvm as they wanted an onsite system they could control and utilise for the wider business, running campaigns for gas access, customer satisfaction, viewings and much more. The Rostrvm system dramatically increases customer contact but at a fraction of the cost, with no increased management.
Read more about the partnership between rostrvm for housing and Midland Heart on the rostrvm for housing website.