For many Housing Associations in the UK, the IT processes are often described as a laborious manual process with antiquated on-site software, sporadic emails, unwieldy spreadsheets, and a hodgepodge of disparate tools. These challenges and limitations make the change to a modern comprehensive IT Service Management (ITSM) solution a good business decision.
One housing association that made this transformative shift was First Choice Homes Oldham (FCHO), a not-for-profit registered social housing provider overseeing approximately 12,000 homes. With an unwavering commitment to placing customers at their operations’ epicenter, FCHO served roughly 450 end-users while fielding an average of 40 daily calls. The quest for an automated, customer-centric solution ended at houseonthehill.com
Why houseonthehill.com IT Service for Housing Associations?
houseonthehill.com afforded FCHO the power to streamline operations by crafting unique workflows, designing Service Level Agreements (SLAs), and triggering emails The Information and Communication Technology (ICT) team was impressed with the platform’s sleek, intuitive interface, user-friendly, and the assistance it offered in generating Knowledge Base articles, changes, or resolutions from existing support calls.
houseonthhill.com benefits extended beyond the solution also sported a self-service portal, providing users with the means to log issues, access Frequently Asked Questions (FAQs), and monitor the progress of their requests. The system even offered potential solutions based on keywords entered by users, making incident management more efficient and bolstering real-time communication.
As a cloud service, houseonthehill.com caused no disturbance to the company during implementation. It was quick to set up and use. The relationship between the Housing Associations and houseonthehill.com is correlative. We collaborate to innovate and enhance services.
The houseonthehill.com Advantages
The benefits of houseonthehill.com aren’t limited to its user-friendly interface and seamless implementation. It boasts scalability that fits within budget constraints. It is developed and supported in the UK, and offers features tailored for emergency response scenarios. Benefits include:
- Scalability and customisability allow for growth and adaptability.
- Improves workflows by automating routine tasks and reducing manual data entry.
- Provides a one-stop shop, reducing administrative overheads.
- Efficient inventory & asset management ensure minimal disruptions in equipment and supplies.
Praise from FCHO:
‘we received an excellent product demonstration. The product met our requirements to support Incident, Problem, Request processes, and to be simple to use. It featured a full set of mappable processes and offered a self-service portal for Customers. A flexible KnowledgeBase and Configuration Management Database were also important features.’
David Gorman, the ICT Service Delivery Manager at FCHO
