Posted 15.10.14
A2Dominion has chosen 1st Touch mobile (www.1sttouch.com) software to support its income collection teams, whilst helping customers understand and adjust to welfare reform changes.
The Group offers high quality sustainable homes for sale, shared ownership and rent with over 34,000 homes in ownership and management, and over 4,600 new properties in the development pipeline.
With the recent introduction of welfare reforms, A2Dominion decided that it needed to implement new proactive management processes that could both support the collection of income from tenants whilst helping those who might face difficulty. The new strategy involved boosting personal engagement with the customers and to do this, A2Dominion wished to identify a new mobile solution to support its Income Officers in the field.
Following a review of the solutions available on the market, the Group chose 1st Touch. The key driver behind the choice was that the system is platform agnostic and that this would allow the use of Android handsets.
1st Touchwas also capable of ensuring that over 70 Income Officers would have all the information and forms they need at their fingertips when they are visiting tenants. This includes benefit calculators and data on transactions, balances and payments.
With the new system in place, A2Dominion's Civica housing management system raises an arrears file as an action in its back-office CRM system and in turn this system sends it to 1st Touch. This information is then forwarded to the appropriate Income Officer's mobile device with all the information relevant to that case.
In addition to increasing the amount of rent collected, it is expected that the new system will allow Officers to increase the time they can spend on visits whilst helping tenants.
Other benefits expected include potential savings in mileage, print and stationery costs. In addition, customer satisfaction is expected to increase too.
