Sovereign Housing Association is utilizing XMReality within their Property and Gas Service business unit. The software is used to diagnose, mitigate, and remotely resolve issues. Sovereigns’ in-house qualified gas engineer remotely investigates gas boiler issues to triage and “speed up the process of applying a fix to our customers homes, ensuring that heating and hot water is provided to those who need it”.
Since the implementation of XMReality, Sovereign’s gas service team experienced 26% successful remote fixes, 10% successful part identification prior to sending out a gas engineer to site, and 90% customer satisfaction scores.
This success was built on a strong relationship between the two organizations. “XMReality were extremely easy to do business with in that they supported Sovereign during a proof of concept to test whether value could be recognised. [..] The project team at XMReality gave clear guidance in how best to utilise the software, supporting Sovereign on the identification of potential benefits and driving the adoption of new services to both customers and employees. The experience with XMReality was truly positive and one that could build into a long-standing strategic relationship.”, says Matt Thomas, Customer Experience Programme Manager at Sovereign Housing Association