If you haven’t already heard the buzz, Franklin is a fully tenant-focused, subscription-based self-service portal for housing associations, that can be up and running in just a few minutes and has been created by Prodo. From working with clients across the housing sector for more than a decade, we know that around 50% of the calls to your contact centre will be repairs related. Franklin offers your tenants an alternative: customers can access routine, repeatable information and report and schedule repairs online, freeing up your front-line teams to spend more time with customers who need it most.
How can Franklin help transform your housing organisation repairs system?
Franklin has been designed not only to benefit your tenants, but your organisation too. Having a great self-service portal can help take immense pressure off your customer contact team, significantly reducing the amount of calls regarding routine rent payments or repair reporting and scheduling. Here are a few ways Franklin can transform your organisation's repair system…
Access to services 24/7/365
Franklin allows your tenants to access information and services 24 hours a day, seven days a week, from any device - not just when your offices are open. In an era where everything is accessible online at any time of day, it's important that you're keeping up with the same round-the-clock service.
With Franklin, you're able to offer extra help to tenants with repair queries that they can fix themselves. Your tenants will have access to a range of self-help video guides, instructions or images to empower them to fix any repair issues themselves.
Reduce the amount of missed repairs appointments
Franklin lets tenants choose when to schedule their repair appointment, meaning they're more likely to be there when the tradesman shows up. There's even the option to change appointment time and reschedule should anything come up.
Want to create a more energy efficient, productive work environment? Franklin will significantly reduce the amount of paperwork flowing through your organisation, offering your tenants easy access to important information and transactions in one safe and secure online portal.
Strengthen tenant relationships
With a portal that can be accessed by tenants during any time of day, from any device, problems can be actioned very quickly. When it comes to repairs, tenants are able to schedule appointments directly into the contractor’s diary. In a nutshell, everyone has access to the information they need, whenever they need it. This can help stop vital bits of information being missed which in turn will help strengthen relationships both within your organisation and with your tenants.
Meeting tenant expectations
Remember – your tenants are likely to be self-serving in other areas of their lives, too, like online banking and shopping, so by offering them Franklin, an easy-to-use digital portal, you're aligning your services with their expectations.
Want to learn more?
Want to learn more about how Franklin lets tenants report repairs? Read our blog, How to use Franklin to report repairs.