Customer service is often the defining factor that sets housing software providers apart. Too often, housing associations, local authorities and maintenance contractors have to deal with below-par customer service, making their daily operations more challenging.
That’s why it’s vital to partner with a software provider you can trust, who puts your needs first and is committed to helping your business succeed.
At ROCC, we pride ourselves on our people-centric culture, delivering market-leading customer service by staying proactive, personalising solutions and really understanding customer requirements. We aim to treat customers like true partners and colleagues to provide the best possible service.
ROCC is all about people – we build strong relationships, keep things inclusive and always put the customer first. We focus on listening, being empathetic and constantly improving to ensure a positive experience for everyone.
By partnering with ROCC, you can enjoy:
- Constant communication with the ROCC service desk and the customer success teams: Whether it’s a service desk ticket or ongoing project work, we provide weekly updates to ensure transparency and progression.
- An open, honest relationship that champions collaboration, sharing ideas and discussing working methods: This benefits both our clients and ROCC as a business, as we believe the worst thing we could do is to provide a system and dictate to customers how they must work. We listen to your needs.
- Weekly support meetings, monthly account meetings and regular project meetings: Optional for each client, we use these meetings to discuss new ideas, challenges and upcoming tasks. This ensures we are always working with the client on their journey and offering suggestions to move their business and IT systems forward.
- A proven customer service record: We have very strict service level agreements in place and monthly reviews are held with the client to review the service.
- Performance reports are available on request for all sites: This includes open support issues, open application change requests, open consultancy requests and level of performance by month. Customers are always surprised when we can provide this so quickly, but due to the strict ISO processes, this is also up-to-date and always available.
- Weekly or monthly catch ups: We pride ourselves on being able to attend a conference call without fail within 48 hours if low priority, and immediately if high priority.
- An opportunity to provide feedback: Customer expectation and perception are more important to us than any KPI and we always ask for feedback on the general feel of the service. We have now recently implemented a new ticketing system which will allow direct feedback on all service desk tickets.
- Clear guidance and support: Any communication with the customer related to a system issue is fully detailed with screenshots and a full explanation of why the system is behaving a certain way. It is key to us that each communication can be seen as a “mini user guide”. This not only helps the customer the next time the situation occurs, but also acts to increase our knowledge base within ROCC.
- A flexible working approach: Over the last two years, ROCC has started providing out-of-hours support to customers at a much higher level.
- Generous contact hours: A member of the ROCC team is on hand to answer the phone from 8am to 8pm Monday to Saturday.
Matt Watts, Head of Customer Success, ROCC: “Our customer service team is all about being the supplier our customers can truly count on. What drives us is building strong relationships and making sure things are as easy and stress-free as possible for the people we support.
“Our service desk team loves talking to customers, getting to know them and being there when they need us. No matter how big or small the issue, it is key to us that every customer feels looked after and appreciated.”
What our customers say
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Testimonials
Ian Thompson, Business Solutions Analyst, Thirteen Group: “In all my dealings with ROCC, they are always quick to respond and show a willingness to help find solutions to any issues we face.”
Mario Agahan, Finance & Systems Manager, Richmond and Wandsworth Council: “ROCC always listens to customers to improve and develop their software.”
Tom Crisp, Systems Analyst Manager, Livewest: “The support desk is excellent in terms of time taken to resolve an issue and quality of response.”
Kristian Barrett, Digital Services Business Partner, Newport City Homes: “The response times we get from ROCC are excellent. When there is a problem there is rarely a delay in them getting back to you, and if there is going to be a delay then they always communicate this. They will always keep you updated. The customer service in general is excellent.”
Get in touch
Are you a housing association, local authority or maintenance contractor who wants to benefit from industry-leading housing technology solutionsand best-in-class customer service?
If so, then an expert member of our customer service team is on hand to answer all of your questions and discuss how we can revolutionise your maintenance and repairs service.
Book a no-obligation discovery call today or visit our website for more information.
