Managing a high volume of calls with minimal staff can provide a unique obstacle for non-profits and government organizations. OfficeWatch helps DeKalb to overcome the challenge of maintaining a high level of customer satisfaction with a lean staff.
Metropolis Technologies, Inc., a leading telemanagement, call reporting, and 911/emergency management solution provider, announced that OfficeWatch Call Reporting was selected by The Housing Authority of DeKalb to provide accurate tracking of inbound and outbound calls to aid them in improving customer service and their operations.
The Housing Authority of DeKalb assists over 30,000 customers a day in a county with approximately 700,000 residents, the third most populated county in state of Georgia. Created in 1955, the Housing Authority of DeKalb County's mission is "to provide sustainable and affordable housing as a platform to enhance lives." It operates a wide variety of programs designed to provide housing solutions and promote community and economic development through public housing, housing choice vouchers (formerly called section 8), affordable housing and multifamily tax-exempt bonds.
Although affordable housing is its primary mission, the Authority knows that housing cannot function in an environment that is not viable nor can those it serves reach their full potential if their community's economic condition does not continue to improve. As a result, the Housing Authority of DeKalb has embraced and become one of the leading housing authorities in the nation of HUD's RAD program (Rental Assistance Demonstration).
Handing approximately 48,000 calls per month on a streamlined staff, the Housing Authority of DeKalb was quickly outgrowing the capacity of their existing technology infrastructure. With the opportunity to upgrade their outdated phone systems, the five-site office sought a solution that was flexible, feature-rich, and most importantly, affordable. After reviewing several options, they chose an Avaya IP Office phone system integrated with OfficeWatch Call Reporting.
OfficeWatch Call Reporting seamlessly integrates with Avaya phone systems, and includes over 200 reporting templates that can be scheduled for automated delivery. These features help organizations such as the Housing Authority of DeKalb to improve the operations of their organization with easy-to-use call volume tracking tools and advanced call alarms and notifications.
Managing a high volume of calls with minimal staff can provide a unique obstacle for non-profits and government organizations. OfficeWatch helps the Housing Authority of DeKalb to overcome the challenge of maintaining a high level of customer satisfaction utilizing a lean staff. "They review their calls by hour so they know when to staff their phones," explained David Trahan, Network Administrator for the Authority. "Their staffing levels fluctuate, and the software helps them to add members to accept calls in the queue when peak times are experienced…"
Metropolis complements the first year of support with all new solution purchases, including their 24/7 live emergency support, and has built its reputation for responsive, customer-focused training and assistance. Trahan, for one, appreciates their dedication to support, as his experience with other companies has not always been positive. "I have been doing this for twenty years, and I have dealt with support from various companies over that time. I was on the phone for over 3.5 hours the other day with [a well-known manufacturer]… It was ridiculous.
"But Metropolis is awesome every time I need them. I just call them and give them a code, and they remote in and fix the problem. I never have to worry about it..."
To learn more about the Housing Authority of DeKalb, please visit http://www.dekalbhousing.org/.
About Metropolis Technologies, Inc. (MWOSB)
For over twenty years, Metropolis Technologies has provided advanced call accounting, 911/emergency management and telemanagement applications for businesses of all types in the US and abroad. Their easy to use applications provide advanced call notifications, over 200+ report templates, toll fraud detection and trunk analysis tools help organizations reduce liability, increase revenue, minimize expenses and boost productivity. For more information, please visit http://www.metropolis.com or follow Metropolis on LinkedIn, Twitter, and Facebook.