Keyfax KeyNect

Scalable, low latency video calling for real-time, accurate repair diagnosis.

Keyfax KeyNect is a purpose-built, cloud-hosted video calling solution designed specifically for social housing providers to enhance tenant communications and revolutionize housing repairs diagnosis.

Seamlessly integrating with Keyfax, Keyfax KeyNect allows support staff to perform real-time remote visual inspections and capture crucial evidence directly from a resident's mobile device.

You can see Keyfax KeyNect working through an existing Dynamics 365 integration below...

Keyfax KeyNect Use Cases

• Real-Time Repairs Diagnosis: KeyNect facilitates real-time visual conversations between staff and tenants, enabling issues like dripping taps, faulty heating, or general property concerns to be diagnosed faster and more accurately.

• Integration with Keyfax Repairs Diagnostics: KeyNect works seamlessly in tandem with Keyfax. During a call center script, Keyfax can auto-populate tenant details and initiate the video call, opening the desktop end and sending an SMS/email link to the mobile device.

• Documentation of ASB and Nuisance: It supports single-user calls where tenants can record issues like Anti-Social Behaviour (ASB) or noise nuisance that can be better documented through recorded video.

• External User Collaboration: KeyNect supports authorized users from external organizations, such as call-centre contractors, making video calls on the landlord’s behalf via Keyfax. It also supports external site contractors (e.g., engineers) having read-only access to video call resources they did not create.

• Stand-alone Operation and Review: Although built for Keyfax, KeyNect can be used stand-alone through its portal by subject matter experts to review previously captured video or initiate new video sessions with residents. Other applications can also integrate via its RESTful API.

How KeyNect Helps with Social Housing Repairs and Enquiries

KeyNect dramatically helps housing providers by simplifying data collection and enhancing the speed and accuracy of issue resolution:

• Reduces Inspection Times: Advisors can capture much more information through seeing the repair and recording it on video, which dramatically reduces the time required for inspections.

• Improves Repair Efficiency: Allowing tenants to show rather than describe their concerns means that staff can gather details efficiently, resulting in reduced repair visits and increasing the number of first-time fixes.

• Compliance with Awaab’s Law: The tool helps improve the speed of response for Awaab’s Law requirements. Specifically for issues like damp and mould, KeyNect provides an instant visual inspection when the resident reports the issue, storing the video/photos as evidence and creating an audit trail of immediate inspection.

• Assessment and Prioritisation: Seeing the repair instantly via the resident’s mobile helps the advisor assess the level of priority accurately.

• Overcomes Language Barriers: The visual nature of video capture helps advisors overcome language barriers.

• Tenant Reassurance: Using video capture reassures the tenant that their issue is being taken seriously.

• Resource Sharing and Storage: Video results are brought back into the Housing Management System (HMS) or CRM. URL links to the videos and audio sessions can be embedded in works orders.

• Remote Assistance Controls: The desktop user can control the mobile device's torch (on/off) remotely, which can aid the mobile receiver in dark areas like "dark airing cupboards and the like".

• High-Quality Photos: The system allows the desktop user to take high-resolution photographs during the call, which are often of better quality than the video image, for specific areas of interest.

• Training and Compliance Archive: Captured sessions are archived and retrievable, which is ideal for compliance checking, reviewing for advisor training purposes, and providing evidence for complaint resolution.

• Branded Experience: KeyNect allows the landlord to use their logo and brand colors in the invitation screen and splash pages to reassure residents that the connection is from their landlord.