Once relevant calls are received, the members of staff at the call center create a repair to make sure that a job is placed with Cobalt Housing’s external contractors, who will carry out the assigned job at the tenant’s home. The call center will now start to use XMReality Remote Guidance to further diagnose some of the issues that tenants are contacting them about.
By using XMReality Remote Guidance the agents at the call center can gather more information around the problem to make sure that the correct person is sent from their contractor, with the correct equipment to fix the issue during the first visit. The agent can use XMReality to inspect the equipment that is malfunctioning and document the findings using both screenshots, and/or notes that can be shared with the external contractor along with the job assignment. Not only does this ensure that the agent can place a correct job description, the contractor gets a head start with detailed information on the situation they are to fix.
“It’s great to see the uptake we have with housing associations within the UK” says Andreas Jonsson, CSO at XMReality. “This is a segment that has really understood the potential of using XMReality to better support their tenants, while at the same time improving their own operations. A clear win-win. Cobalt Housing is also a part of Procurement for Housing, PfH, that we signed a framework agreement with previous this year to make it even easier for housing associations to implement XMReality.”