Expected appointment window. • Customer name. YOU MIGHT LIKE TO INCLUDE. • Appointment-specific instructions. Localz | Tenant communication templates ...
Housing Association Just now Hi Sarah, your operative is on the way to you now... Tenant communication templates Enhance customer experience and increase access around housing repair and maintenance appointments. Tenant communication templates Effective day-of-service communication means sending the right message, at the right time, via the right channel. With this in mind, we've pulled together some templates to keep tenants in the loop before, during and after repair and maintenance appointments. YOU'LL FIND TEMPLATES FOR THESE EVENTS Job is created Prior to the appointment Job details change Morning of the job Technician is assigned Technician is on their way (SMS) Technician is on their way (landline) Technician is approaching Technician arrives Job not completed Job completed Localz | Tenant communication templates When the job is created Send customers a notification when the job is created. Think about which details you'd like to include, and include options to self serve additional information. DATA YOU'LL NEED · Unique appointment number · Mobile number, email or landline · Appointment address · Expected job date · Job status YOU MIGHT LIKE TO INCLUDE... · Contact options or link to customer portal · Customer name Localz customer engagement tools automatically pull job and event data from existing systems into workflows and messaging. Localz | Tenant communication templates Today · 9:54 Hi <name>, your maintenance appointment has been scheduled for <date> between <start_time> and <end_time>. Your reference number is <number>. We'll send your 1 hour time slot on the day. View details here to confirm or reschedule: <link>. Prior to the appointment Send reminder notifications on the days prior to the tenant's appointment. Schedule these for a time that will be convenient for your tenant. YOU MIGHT LIKE TO INCLUDE · Appointment type · Expected appointment time window · Operative name (if job is allocated) · Appointment-specific information · Contact options or link to a customer portal Today · 9:00 Hi <name>, your <job_type> is scheduled for <date> between <start_time> and <end_time>. Your reference number is <number>. If this is no longer suitable, please let us know on XXX XXX Localz | Tenant communication templates When job details change If job details change, such as scheduled appointment time or date, you can send an automatic notification with these details to keep tenants informed. YOU MIGHT LIKE TO INCLUDE · New expected job date · New job status · Contact options or link to customer portal · Customer name Today · 9:00 Hi <name>, your maintenance appointment has been rescheduled for <date> between <start_time> and <end_time>. We are sorry for any inconvenience. If this is not suitable, please let us know on XXX XXX Localz | Tenant communication templates It's not always possible to provide a highly accurate ETA window days in advance. We recommend a "shrinking ETA window." That means communicating what you know, and sending an update when you know more. Here's an example... Localz | Tenant communication templates BOOKING IS CONFIRMED Provide a three-hour window for the upcoming job. MORNING OF THE JOB Provide a one-hour window when the customer can expect the operative. OPERATIVE IS ON THE WAY Send an estimated fifteen-minute window for arrival time. The morning of the job Trigger a reminder notification on the morning of the scheduled appointment date. Offer easy ways to contact your support team with additional information. YOU MIGHT LIKE TO INCLUDE · Expected appointment window · Contact options or link to customer portal · Customer name · Appointment-specific instructions Today · 9:03 Hi <name> your <job_type> <job_number> is scheduled for today between <start_time> and <end_time>. View details here: <link>. You'll receive another SMS when your technician is on the way. Localz | Tenant communication templates Technician has been assigned To reassure tenants and increase operational transparency, you might like to trigger an alert when a technician is assigned to their job. DATA YOU'LL NEED · Job details with updated technician information YOU MIGHT LIKE TO INCLUDE... · Expected appointment window · Contact options or link to customer portal · Customer name · Technician details Localz | Tenant communication templates Today · 9:03 Hi <name> your operative <operative_name> is scheduled to arrive today between <start_time> and <end_time>. View details here: <link> You'll receive another SMS when your operative is on the way. Technician is on the way (SMS) Let customers know that the technician is on their way. Provide an ETA either as a window, a specific time, or a number of minutes. DATA YOU'LL NEED · 'On My Way' signal from status update or location trigger · Real-time tracking and travel information · Tenant's address for ETA YOU MIGHT LIKE TO INCLUDE... · Estimated time of arrival (ETA) · Contact options or link to real-time tracking Localz technology uses location data from technicians' mobile devices, enabling real-time tracking and accurate ETAs. Localz | Tenant communication templates Today · 11:45 Hi <name>, your <provider> technician is on the way to you now and will arrive between <fifteen_minute_window>. You can track their arrival here: <link>. Why not reduce no-access visits with real-time tracking and job updates? With Localz Manage My Appointments web portal, you can include a link to a live map that enables the customer to track the operative's arrival. You can also provide additional job info, technician details and contact options - including two-way messaging. Localz | Tenant communication templates Paul is on the way! ETA 3:40pm 19 mins MAP TodaINy F·O11:45 CONTACT Hi <name>, your <provider> technician is on the way to you now and will arrive between <fifteen_minute_window>. You can track their arrival here: <link>. Add instructions for Paul Technician is on their way (landline) If the tenant has provided a landline, you can trigger a phone call with an automated voice message detailing the technician's specific ETA. DATA YOU'LL NEED · Tenant's landline number · Location and travel information for ETA · Tenant's address for ETA YOU MIGHT LIKE TO INCLUDE... · Alternative message for if an answering machine is detected · Interactive voice responsive options to contact support Localz | Tenant communication templates "Hi, this is your <provider>, calling to let you know that your trade operative is on the way and is expected to arrive between <fifteen_minute_window> If you'd like to share any important information with the trade operative before they arrive, please press 1." Technician is approaching Allow the tenant to reply, so that they can share important information. The technician can receive the contents of the reply as an SMS or through an app. EXAMPLES OF MESSAGES FROM TENANTS · "I'm at local shop but will be back by 3.15" · "Please wait 5 mins after knocking, I'm slow on my feet" · "I'm in the garden so please use the side gate" With Localz Chat My Way, customers can send a message to the trade operative via a secure web-based portal. Alternatively, customers can reply to SMS notifications, with replies routed directly to the technician or to support staff. Localz | Tenant communication templates <tenant_name> <job_number>: I've just popped to the shops, I'll be back in five minutes. Technician is about to arrive Send a message just before the technician's arrival, triggered by a Geofence or a Timefence (based on how soon the operative will arrive). DATA YOU'LL NEED · Operative location for tracking · Real-time tracking information · Tenant's address for ETA YOU MIGHT LIKE TO INCLUDE... · Estimated time of arrival (ETA) · Contact options or link to real-time tracking Localz | Tenant communication templates Today · 11:45 Your <provider> trade operative is arriving now. Please maintain social distance at all times. Job could not be completed Send a message when the technician cannot complete the job for some reason for instance, if it was unsafe to proceed. DATA YOU'LL NEED · Update to the job status YOU MIGHT LIKE TO INCLUDE... · Specific job details · Reason for failure e.g. unable to gain access · What will happen next Today · 11:45 Hi <name>, we visited today but were unable to complete your job <job_number> due to <reason>. Please call us on XXX XXXX to reschedule. Localz | Tenant communication templates Job is complete Send the customer a notification message upon job completion, including a link to a feedback form so tenants can share honest feedback. POSSIBLE TRIGGERS FEEDBACK CONSIDERATIONS · Job status is updated · Technician marks job as complete · Technician leaves job's geolocation · Technician starts their next job · Which questions will you ask? · How soon will you send the request? · Is a follow-up appointment required? · Who will you notify about poor feedback? Today · 11:45 Hi <name>, your repair job is complete. Do you have any feedback? Click here to let us know: <link> Localz allows you to request feedback within minutes of a completed appointment, and trigger real-time negative feedback alerts to office staff. Localz | Tenant communication templates With highly configurable workflows and smart location tracking, Localz helps housing providers and contractors to send the right message at the right time. Mix & match Localz out of the box applications, or integrate our location and communications SDK's into your own enterprise solution. Get in touch hello@localz.com On My Way Real-time location tracking and customer notifications. Chat My Way Two-way communications between the customer and operative. Manage My Appointments White-labelled customer portal with map and technician details. Rate My Experience Dynamic feedback forms and negative feedback alerts. Manage My Workforce Management dashboard provides real-time visibility for office staff. Manage My Day Mobile workforce app to complete jobs and automate communication.