05 June 2017: CarillionAmey release launch date for new customer service technology

You may have seen from last week’s issue that we are introducing various new communication channels for our customers. We are pleased to announce that this will be launching on Wednesday 7 June.

According to a survey we recently conducted, most of our customers now prefer to use digital communication channels to communicate with us. We have listened to this feedback and invested in new technology in order to adapt our systems to our customer’s needs.

We will confirm exact details ahead of our launch, as we start to bring on line direct methods of communication via Facebook Messenger, Twitter Messages, Text Messaging and Web Chat. Channels will initially be set up for the following teams:

  • Establishment Repairs (our Regional Prime helpdesk)
  • Housing Repairs (our Housing helpdesk)
  • Allocations (our Occupancy Services team)
  • Complaints (our Frontline Complaints team)

This new technology will centralise all of these communication channels into a single platform for us to manage easily and still offer the same personal and friendly service.

We will also be able to use the system to gain more feedback and monitor trends so that we can further improve customer experience.