Working with Enovation to rapidly deploy home working using Enovation UMO
Christine Bowns, Customer Service Centre Manager Wales & West Housing: “At Wales & West Housing, we have used the Enovation alarm monitoring solution, Enovation UMO, to help us handle alarm activations from our residents and those of our corporate clients for 3 years. We have always worked closely with the team at Enovation (the new name for Verklizan), customising the system to meet our needs and helping to streamline our process to enable us to deliver the best service possible.
From day one, our teams have had positive relationships, working collaboratively on changes as the service we offer moves to meet the needs of our customers. The biggest change in the way we deliver services has been because of the current situation with Covid-19. All our telephony services are delivered by the same team of people, but we have always used separate systems. We needed to explore how we could deliver our services seamlessly away from the office.
As the challenges of home working became clear, we knew we could maintain our Alarm Services remotely, as this is already a core function of the UMO solution. What we had never done before was deliver all our other telephone services in this way.
An initial call to Enovation developed quickly into very rapid testing of a solution which involved delivering our own telephone calls and those of our corporate clients to our Customer Service Advisors using Enovation UMO. The solution was ready before our decision to move to home working was even made.
Initial testing took place with the team in our office, but as the Government advice around social distancing became clearer, the protection of our staff meant that we moved to 100% homeworking within 36 hours of successful testing. The team found using the system simple and we have easily been able to identify which calls are from our residents and which are from our corporate clients. We have also been able to customise our call close-down reasons and develop our reporting for the additional telephone services added to Enovation UMO.
Throughout this change, Enovation have supported us with immediate responses to our calls, positive suggestions to help deliver what we need and video calls to help our managers understand the changes that were made to enable home working.”
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