Can you share with us the rationale behind your investment in Assisted Automation and the timeline for its deployment in 2023?

Your Homes Newcastle opted for Assisted Automation following some eye-opening discussions with our Mobysoft account manager who extolled the virtues of this fantastic platform. We implemented it for the first time this summer.

What are the primary challenges faced in income collection in Newcastle, and how does Assisted Automation address these challenges?

The current economic climate has led to a surge in negative budgets and conflicting payment priorities among our customers. Assisted Automation provides a solution by facilitating easy communication with customers. Our approach allows them to choose from various options, including speaking with our team, exploring our financial inclusion web page, making a payment, or accessing free assistance to get online.

Could you elaborate on the types of campaigns you run and the ease of use in implementing them?

We have executed two campaigns nearly every week, targeting priority 1 customers facing increasing arrears. Messages are sent offering options such as contacting our team, making payments, exploring our financial inclusion web page, and, more recently, seeking free assistance to get online. We’ve also tailored messages for each RentSense rule, anticipating an enhanced customer experience.

How have tenants responded to these messages?

The response has been overwhelmingly positive. Customers appreciate the flexibility of calling back at their convenience and utilizing the payment link directly to our website. This method of contact aligns well with people’s busy lives, offering a preferable alternative to traditional phone calls.  

What outcomes have you observed since implementing Assisted Automation?

Our rent collection figures show a steady upward trajectory, with customers actively engaging with the messaging. Some are opting for self-service, leading to more manageable call volumes for our team, which is more effective than using a dialler. There’s been a notable improvement in collection rates, and specific patches have shown marked enhancements.

Would you recommend Assisted Automation to others, and if so, why?

Absolutely. The interface resembles an app when customers click the link for more information, offering a modern communication channel that puts control in their hands. Collection rates are on the rise, and both our team and customers appreciate this approach.

Any additional comments?

It’s well designed, easy to use and highly effective, and we also get great support from Mobysoft.