The Hyde Group, one of London’s leading social housing providers, has chosen the enterprise mobile workforce software solution from 1st Touch (www.1sttouch.com) to help deliver mobile working solutions to staff. This forms part of a wider investment by Hyde in IT as part of its commitment to drive up customer satisfaction and continue to improve business efficiency.
The new technology will be used initially by the Group’s Incomes Officers and then rolled out to other staff such as Surveyors and Housing Officers. The new mobile solution will deliver all the information and forms required by an operative straight to their mobile device. This can include dates and times of customer appointments, payment information, stock data, services available to customers and the forms required to access them online. In essence they will have everything they need to do their job at their finger tips, whilst out on site with customers.
Mobile technology is one area where Hyde sees an opportunity to boost both efficiency and customer satisfaction further. Hyde’s decision to introduce a professional mobile software solution led to a formal procurement process, as a result of which Hyde entered into a contract with 1st Touch mobile workforce software. 1st Touch software is already being used successfully with many other social housing organisations.
Paul Singleton Director of Business Transition & Support at The Hyde Group said: “We took steps to ensure that we properly understood the requirements for a mobile system across the business. We identified what we needed to achieve and what benefits we could expect. As a result of the process we chose 1st Touch, as we are confident in their ability to integrate with our existing systems as well as their experience working successfully with other similar organisations.”
Once deployed the new system will deliver a number of significant benefits. Paul Singleton adds, “One important feature is the system’s ability to work with or without a signal so our employees do not have to interrupt their work if in an area of poor signal. There will also be significant efficiency savings from having the details of customer visits sent directly to our employees’ devices at the beginning of each day, reducing travel times. In addition, staff would previously have to wait until they went home or back to the office to input notes from customer visits. With 1st Touch they will be able to update Hyde’s systems in real time using their device whilst still with the customer.”
Robert Dent, CEO of 1st Touch welcomed the news and believes that The Hyde Group is setting the standard for others to follow. In his view, “From working closely with Hyde we have seen the commitment Hyde makes to leverage improved ways of working with new technology and this has impressed us greatly. We have also noted the positive customer satisfaction ratings they aim to achieve and how they plan to deliver both efficiency savings and tangible service improvement. We are delighted that Hyde has chosen 1st Touch to deliver mobile workforce technology as part of this strategy and look forward to working closely with them on other areas where mobile might deliver similar benefits.”