Maximising productivity and resources
Intelligent Automation, in RentSense, helps housing providers maximise productivity and the value of their resources. Automation delivers a reduced caseload for officers, by automating contact and action for specific arrears cases, in turn freeing up skilled officers’ time to focus on more complex cases.
Guaranteed assurance whilst driving digital engagement
When automating communication it is critical that the decision-making by the technology is correct. Intelligent Automation helps provide that guaranteed assurance, so the right tenants get the right message about their situation, at the right time, via the right channel.
Intelligent Automation also helps drive digital engagement, via SMS, rich messaging, email, online portals as well as traditional inbound and outbound diallers.
Why Intelligent Automation is unique
Intelligent Automation is based on RentSense intelligence, the most accurate and trusted arrears management solution, used by over 180 social landlords in the UK. We work with landlords to incorporate additional rules and intelligence about tenants’ payment history, from their data into the tool to ensure that any cases flagged for automation meet stringent requirements for automated contact. And together, test this rigorously, offering landlords assurance and helping them ensure effective contact.
How does it work with RentSense
Intelligent Automation is the next step in supportive and effective income collection. The module takes the accurate RentSense arrears recommendations, it then applies carefully considered rules with known facts, and no assumptions. The output of this is a list of cases that can be automated, requiring no officer intervention. It is then able to personalise and fulfill the communication across whichever chosen channel. Automation then can write back and log the comms with your system of record.
What are the results?
Intelligent Automation can remove up to 50% of a landlord’s arrears caseload, freeing up officers’ time for more in-depth conversations. Over time it helps reduce a landlords overall caseload, by around 15% a year.
It also helps increase the first contact resolution rate, increasing the number of effective contacts taken by the landlord. Mobysoft can calculate what Intelligent Automation would deliver for each landlord, through a data test, get in touch to find out more.
What our customers say
Without a doubt, it (Automation) has helped us build relationships and personalise the service. It gets officers away from process and enables them to spend the right time with each customer.
First Choice Homes Oldham
The automation helps automate the cases that need a text or letter in the background, without officer intervention. This has helped the team to have over 55,000 phone calls with tenants over the last 12 months, and these (calls) have been focused on building stronger relationships with our customers.
First Choice Homes Oldham
The Intelligent Automation reduces their caseload so they can focus their time on the more complex cases. The software helps us to reduce the number of people in debt and those with arrears – and offer help much earlier.
In the last financial year (ending March 2022) our target for gross arrears was 4.5%. However, we achieved 2.59% (£7.4M debt against a debit of £283M, exceeding target by £5.4M). Without RentSense and automation we would have not been able to achieve these results.”
When we invested it was more about increasing capacity within the team. Intelligent Automation has increased capacity and removed between 20%-30% of an officers’ caseload.
Be ready for what tomorrow brings.
A RentTest enables landlords to benchmark their data against 170 landlords and see what RentSense would deliver for their organisation