R&M Voicemail Solution
Version 1 of this solution was launched on Friday, July 19th at 9:00am EST. Please be advised that Version 2 of this solution is pending. Click here to stay appraised: Version 2 of the R&M VM Solutionο»Ώο»Ώ
Why redesign the R&M call flow?
The Repair and Maintenance call intake scheme is ripe for improvement. Below are some fast facts from R&M's call data in Dialpad:
Performance (Past 90 Days)
- Average call duration of 5m 42s
- Average hold time of 1m 33s
- 234 missed calls
- 50% of calls answered in service level (60s)
- 21h 54m of working hours where all agents are busy
What is the solution?
Riparian Management would like all inbound calls to the Repair and Maintenance Contact Center to be sent straight to voicemail. By doing this, we hope to drive the following changes:
- Keep team members off long calls so they have more time to solution
- Shorten the wait for the customer to express their concerns
- Eliminate missed calls
ο»ΏWhat does the solution look like?ο»Ώ
Riparian Technologies has proposed the below Version 1 workflow to satisfy the need and urgency set by Riparian Management. A demo of these steps is below.
- Route all inbound R&M calls directly to voicemail in Dialpad
- This is a "single switch" setting
- Automatically send a text to the caller confirming receipt and asking for photos
- Route all R&M Voicemails to a list in RipOS
- Include unit / tenant data, transcript, and voicemail recording
- Team members work through Voicemail list in RipOS by entering Work Orders directly into AppFolio
- Allow users to call tenant back directly from RipOS, if needed
- Archive the Voicemail in RipOS
An overarching theme of this solution is: We don't react to anything we don't understand.
What are the risks associated with this plan?
Like all major process changes, this proposed shift has inherent risks. RipTech has identified some of the risks associated with pushing all inbound calls to voicemail below and has addressed them in the proposed solution.
- Delayed response to urgent issues
- Resident frustration and dissatisfaction
- Technical failures
- Increased volume of voicemails
- Data security and privacy
- Miscommunications or lost information
- Low adoption by residents
- Staff resistance
ο»ΏProposed Solution Demonstrationο»Ώ
Routing all inbound R&M Calls directly to Voicemail (Proposed new Voicemail message)ο»Ώ
Tenant experience when calling into R+M Contact Center
Automatically send a text to the tenant (Proposed Text Message)
Teams notification of new Voicemail
Assessing the Voicemail in RipOS
Creating a Work Order in RipOS
Attaching Photos to the Work Order in AppFolio
Internal Communications
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Version 2.0+
VM Updated at 07242024 @ 6:52PM