Targeted Agency

Self-service & automation

A must-have tenant self-service portal.

Drastically reduce call centre conacts by empowering tenants to self-serve.

The bespoke website application has made reporting a repair easy. Using a step-by-step process utilising images, text and simple room categorisation, we developed the portal to help users accurately identify the problem and upload an image to provide additional details of the repair required.

Screenshot of a self-service portal example

Created in collaboration with your internal teams we can ensure this tool supports the right repair to be reported, as well as provide advice and information to make clear where a repair is the responsibility of the tenant and if they will incur a recharge. (We’ve seen great success of this tool, as it has enabled internal staff to utilise the application when diagnosing a repair over the phone with a customer.)

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Increasingly, there is an expectation from users that common engagement with your company or organisation can be handled themselves. Empowering users to deal with their day-to-day interactions with your company reduces the preasures on support centres and frustrations felt by long waits to speak with an operator.

User self-service increases the statisfaction and retention of staff by removing mundain and often repetative tasks clogging up support desks. Empowering users to handle their own interactions frees up staff to work on tickets requiring their time and expertise.

With a reduction in the number of first-line support engagements, increased user and staff satisfaction, and a reduction in resolution times, self-service products quickly produce a high return on investment.

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