New client focus: Loreburn Housing Association chooses Oneserve for unparalleled customer service
When Loreburn Housing Association decided the time had come to look for a new job management system, they knew that finding a new software partner with dedicated social housing expertise and a proven track history of delivering excellent customer service, was a must.
After experiencing various challenges with their existing job management provider and becoming increasingly dissatisfied, the Loreburn team knew it was time to look elsewhere.
They needed a system that would help them overcome some of the challenges they were facing with their current supplier. Therefore, some of their top priorities for their next field service management system included: Transparent pricing, dedicated and responsive support, and feeling as though they were being listened to and were valued customers.
After their initial telephone discussions with Oneserve, the Loreburn team were immediately impressed by Oneserve’s approach. Carol Gilmour, Data and Performance Officer at Loreburn Housing Association commented: “The Oneserve team were fantastic throughout the whole process. They clearly understood the social housing sector and were very patient with us, dedicating their time to fully understand our requirements. This ensured we would be provided with the right solution to help us overcome the challenges we were experiencing.”
Carol continued, “We were also impressed by Oneserve’s functionality, in particular their Analytics and Track My Operative features. We wanted to have the ability to analyse our data without having to spend a lot of time extracting it from the system. As Analytics is established functionality within Oneserve, we could immediately see that this would help us with our data reporting requirements and ultimately, help us to continue to improve our service.”
Loreburn Housing Association were looking to enhance their customer journey and so Oneserve’s Track My Operative feature was another area of the system that really stood out. “The Track My Operative functionality is more enhanced than anything we’ve used before, particularly the ability it gives our customers to be able to communicate with their operative on the day of their appointment. We’re confident that this will help us improve our customer journey and in turn, help us improve overall customer satisfaction,” added Carol.
“Oneserve were able to deliver against our functionality requirements but what really stood out for us was their attitude and approach to working with their customers. We feel confident that we now have the right product in place with the right partner, and that we will get the training and on-going support we need to effectively own and manage the system ourselves going forwards,” concluded Carol.
"We were impressed by Oneserve's functionality, in particular their Analytics and Track My Operative features. We wanted to have the ability to analyse our data without having to spend a lot of time extracting it from the system."
Carol Gilmour, Data and Performance Officer – Loreburn Housing Association