Signpost is committed to providing good service. Their customer care charter clearly states that ‘the customer comes first’ and sets out guidelines on how staff are required to deal with queries from members of the public. Also included are tips on how customers can help Signpost to resolve their issues. Good communication is therefore essential.
A large part of a Housing Association’s responsibility is the day-to-day maintenance and upkeep of properties. A mobile team of 250 specialist trade people are employed and managed by Signpost Services.
Signpost identified a need for a suitable and effective means to track and communicate with maintenance teams. Information on everything from job updates to MOT reminders, needed to be communicated to these employees. They do not have access to computers, instead they all are issued with a mobile phone, but making calls to mobile phones is expensive, plus voicemail inboxes are easily filled up, so messages were often not able to be left.
Texting was an obvious choice for Signpost as it is simple and cost effective. Texts were already being sent by members of the office-based services team on an individual one-off basis, but this was time consuming and provided no record of conversation.
An SMS solution which would enable texts to be sent from the desktop, to field based teams within seconds, whilst providing an audit trail, would solve the problem.