Since we were formed in 2001, we have helped over ninety housing repairs organisations deliver business change by driving improved customer service and performance optimisation. We do this through the implementation of customer focused software solutions and the provision of Best Practice guidance across the areas of Appointment Booking, Dynamic Scheduling, Mobile Working, and Customer Messaging.

Our customers are local authorities, ALMOs, registered social landlords and private maintenance contractors who share the common goal of delivering a customer-focused repairs service with industry-leading levels of productivity. In practice, this means creating a culture where appointments are made during the initial call from the tenant, where the people dealing with the tenants work closely with those delivering the service, where only 100% appointments kept is acceptable and where the operatives work flexibly to ensure these needs are met.

OPTI-TIME is an automated workforce scheduling system, providing a comprehensive solution to the challenge of delivering an appointment-led housing repairs service.

The system delivers the following core capabilities:

• Enabling the contact centre to make intelligent, appropriate appointments.
• Supporting the planners in managing the emerging day and exploiting opportunities to increase productivity.
• Providing comprehensive customer messaging to keep tenants aware of progress.
• Providing detailed customer service and productivity KPI reports based on real-time information.

OPTI-TIME integrates with client, contractor and mobile data systems to provide seamless handling of the repair call, with real-time job dispatch and conflict resolution throughout the day.

The system is used by the call centre, allowing appointments to be offered to the highest possible level, and by work planners, whose job is to ensure the service is effectively delivered.

The solution has been evolved over seven years and ninety implementations to meet the exact needs of housing repairs organisations.

OPTI-TIME supports all working models, including clients with multiple contractors, contractors with multiple clients, client owned systems used by the contractor, mobile data either as part of the client system or as part of the contractor system, and finally OPTI-TIME supports environments where a remote contact centre handles the initial call - providing an easy to use Web based appointment interface - as well as where the call is taken locally or by the contractor.

For more information, please visit our website at www.xmbrace.com.

Telephone: 020 7953 5043

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