Great to receive the following email this week;
We have been with you now for just over 12 months and I can honestly say that the service has improved greatly and personally gives me great peace of mind that I am not starting the week dealing with several complaints. I speak on behalf of the group when I say Adiuvo have been truly amazing during this crisis, dedicated, professional and supportive throughout and we thank you for this. Please pass our appreciation onto the team.
75% of staff now want to continue to work from home in some shape or form. Where did I get that stat from? Its actually from our internal survey. As a phased plan to return to “normal” was released here over the weekend in Ireland we have been polling our staff for their preferences whilst we research how to make our workspace safe for them to return.
Continue reading “WFH Survey Results”
The interest for our new Inerro service has increased during Covid with its strengths being more apt now & during future restrictions. These 3D virtual tours of exterior/communal parts of site provide immediate knowledge for support staff or those dealing with an unfamiliar building.
Continue reading “Virtual Building Knowledge”
So this week, in amongst all the madness, we have launched our service in the US where we are initially responsible for 3 large BTR sites comprising 1000 units.
Our responsibilities include all overflow calls to the onsite leasing office in addition to maintenance emergencies.
One of the few plus points of the current situation is maybe a little extra time for review so we have been taking the chance this Easter (amongst our extended opening hours) to asses some of our Q1 statistics.
We thought they may be of interest and some are shown below for whole of our out of hours portfolio of block, lettings and commercial properties with standout stats including: Almost 75,000 calls received indicating we will take 300,000+ inbound in 2020.
Continue reading “Q1 Statistics Review”
Following MHCLG statements we have been reviewing our Out of Hours procedures and will issue later today our streamlined definitions of emergencies that we will instruct upon (copy below). These procedures balance obligations to look after residents with current government guidelines and obviously are only implemented if contractors can safely attend due to shielding and isolation. We will look to work to these by this coming Friday. On cessation of the government’s measures, we will immediately revert to our usual agreed procedures.
So here’s the scene last night as we began to shutter our call centre, weird to see after being here 24/7 for the last 7 years. Missing equipment is now at staff homes as we mobilised from Thursday to get over 50 staff working from home. Here in Ireland all schools closed (and pubs!), all gatherings banned and all staff to work from home where feasible.
Continue reading “Closing Down”
Storm Dennis you really did push us to the limits here at Adiuvo! On Sunday alone we received 3,269 incoming calls & while unfortunately, there were extended hold times the longest being 33mins, we know this isn’t acceptable, even though we did increase our staff by 50% for a 2nd weekend in a row following Storm Ciara.
Continue reading “Another Storm”
So most people are aware we are involved with askporter, the AI platform for managing all types of property. We have been working with & helping “train” it for some time especially the AI chat-bot but last weekend we had (in a UK property first?) full live answering of calls via Porter with one of our client’s permission.
Continue reading “The future”
So our 2019 stats are in and make interesting reading when compared to last year. Overall increases in both inbound and outbound calls and a reduction in calls instructed upon to 36%. Full figures shown above.