Simpler is better!
Workflow Automation/Request Automation
Personnel of the state housing agency’s call center averaged over 700 phone calls on a daily basis concerning moving issues, recertification issues, and concerns with debit cards and inspections, but could only process between 150-200 incoming requests a day. Because of the overwhelming number of requests, the call center had to manage the incoming calls at an extremely fast rate, troubleshooting concerns vendors and tenants and routing them to the appropriate staff for follow up through email, all while attempting to maintain a high level of customer service. Also, many received calls were to check on the status of prior requests or because the resolution was not accurate. As a result, many of the calls and requests were not documented or lacked the necessary information to process them, which resulted in poor service delivery. Additionally, without an electronic module of any kind in place to document calls and requests, the Administration did not have the ability to generate any reports. Such reporting was needed to determine how many calls were coming in, what sort of requests were being asked and how long resolution time took to complete each request.
The Solution
The client selected VIASANT’s Sentact XM web based module. The Sentact implementation gave the IHA the technology needed to more effectively manage their client and vendor requests based on their desired business process. Implemented in 45 days, the Module created a centralized communication tool for the IHA staff to monitor and manage resolutions, while meeting their customer service levels. Based on The Indianapolis Housing Agency’s requirements, the main objectives targeted by VIASANT’s team of consultants were to:
- Provide an easy to use module that automates the dispatch process for the call center to better manage the incoming requests. With Sentact’s easy to use interface, the call center would be able to process more requests than under their method that was currently in place.
- Simplify and automate work flow to allow more productivity and accountability. Through Sentact, the work would automatically be distributed to correct personnel, instead of the call center staff trying to decipher who the request goes to using email and phone calls. Sentact will automate this work flow process.
- Centralize documentation and communication. Under the current method, requestors would call and email the staff with their requests. There was no method in place to manage or follow up with these requests or to confirm that the requests were resolved. Sentact allows notifications and escalations to be set up to notify staff accordingly. Each request is documented from initiation to resolution with every update documented in the work log. . Under the current method, requestors would call and email the staff with their requests. There was no method in place to manage or follow up with these requests or to confirm that the requests were resolved. Sentact allows notifications and escalations to be set up to notify staff accordingly. Each request is documented from initiation to resolution with every update documented in the work log.
The Results
- Requests were documented, managed and escalated more timely and accurately
- Staff accountability and responsiveness increased
- Communication among staff members was increased
- Customer service levels increased to thousands of tenants and vendors with timely resolution of calls
- Reports can be run on any combination of information that Sentact is able to capture which allows administration to accurately report on their call center activity.
