A large housing association in the UK, LiveWest owns and manages almost 40,000 homes. The company’s contact center handles over 1,000 calls per day regarding urgent repairs and routine maintenance, which the company resolves with its 400-strong field service workforce. LiveWest began using TechSee’s AI-powered Visual Assistance solution in its contact center during the pandemic to ensure service continuity along with addressing employee and tenant health and safety concerns. With TechSee, LiveWest agents can offer an excellent tenant experience by quickly and accurately assessing maintenance requirements, prioritizing dispatches, and providing remote support.
The decision to integrate TechSee within the Salesforce Service Cloud followed a five-star rating from tenants and employees: 99% of LiveWest agents said that TechSee helps them resolve issues without dispatching technicians, and 89% reported that it saves them time. The organization has reduced costs and achieved rapid improvements to its first-time fix rate for issues involving smart electricity meters, hot water boilers, condensation, dampness, and even blocked toilets. Real-time visual collaboration between LiveWest experts and technicians allows visual verification of work quality and provides knowledge base access for automated, visually-guided issue resolutions.