Universal Adapter allows automated digital tenant surveys
Eastlight Community Homes was created in July 2020 following the merger of Colne Housing and Greenfields Community Housing, providing 12,000 homes across Suffolk and Essex.
Looking to solicit instant feedback from its residents, Eastlight Community Homes appointed Manifest Software Solutions to enable satisfaction surveys to be sent out through their customer engagement system – Rant&Rave.
Using Manifest Software Solution’s Universal Adapter to integrate Orchard’s housing management system with Rant&Rave, data from Orchard’s database was automatically fed into Rant&Rave’s system.
This innovative approach is thought to be unique in the housing sector. And means a customer satisfaction survey is now automatically sent out via a text or email following interactions with Eastlight Community Homes including a tenant visit or communication with the customer service team.
Results
Andy French, Business Solutions Analyst at Eastlight Community Homes says; “It is excellent to instantly capture tenant’s feedback which would have previously happened over the telephone. Paper based satisfaction surveys don’t lead to the same amount of response so this has increased the number of surveys we receive and has also reduced the time spent on manually sending out paper-based surveys.
If a customer provides a low satisfaction score, we can now contact them and quickly resolve the situation before it escalates into a complaint. Manifest Software Solutions has enabled us to turn ranters into ravers!”
Amy Deer – Business Solutions Manager at Eastlight Community Homes says;
“It is really refreshing working with Manifest Software Solutions as their communication is excellent. They really own the project and are very committed to the goal, so there are achievements for both parties. Every week, they make a commitment to our weekly progress meetings and they never let us down.”
Andy French – Business Solutions Analyst at Eastlight Community Homes says;
“We completely trust them. No matter what the obstacle is, they will overcome it. There is no chasing as if they say they are going to do it, they will.”
Software we integrate with:
Total Mobile
Manifest Software Solutions developed a custom integration solution to integrate their internal jobs scheduling system, Total Mobile, and Open Accounts with Orchard, so that Eastlight’s internal workforce can use Total Mobile to log repairs and monitor materials.
Andy French, Business Solutions Analyst says;
“Manifest Software Solutions always remain flexible – despite technical and time-based challenges.”
Amy Deer, Business Solutions Manager adds;
“This is a complex project and Manifest Software Solutions have reduced costs and time by working closely with Total Mobile on this dual development piece.”