Keyfax Software

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About Keyfax

Keyfax Housing Software Suite consists of four modules, a RESTful API and a powerful Dynamics 365 integration. Keyfax Repairs Diagnostics provides customer service advisors with a pictorial interface to help them diagnose the correct repair and SOR code. It helps contact centre staff to manage a wide range of tenant repairs more efficiently and effectively. Keyfax Enquiries Diagnostics helps customer service advisors to manage a wider variety of general tenant enquiries from anti-social behaviour to registering a compliment. Both Repairs and Enquiries Diagnostics modules are easily integrated with MS Dynamics 365 and most Housing Management Systems. Keyfax can be launched whenever a Housing repair or enquiry is needed and the results embedded into your CRM or Housin...

Keyfax Pricing

Keyfax pricing is based on housing stock. The various modules for: Repairs Diagnostics Enquiries Diagnostics Repairs Online Enquiries Online Can be simply unlocked and installed for existing customers.

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Keyfax Repairs Diagnostics being launched from MS Dynamics 365

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Keyfax User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4.5

Customer support

5

Functionality

4.5

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Lourdes

Company size: 501-1,000 employees

Industry: Non-Profit Organization Management

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

August 2021

We are not robots!

Company easy to deal with and responsive to customer feedback and possible developments. Very reliable systems. Company also very willing to work with third parties to enable configuration.

Pros

There is an assumption that using diagnostic software (or scripts) turns advisers into robots - not true! Using software provides guidance for giving out correct info to customers or collecting relevant information for colleagues and taking the correct action to resolve the enquiry. Cuts down on technical knowledge training allowing advisers to listen and concentrate on customer service resolution. Administrators can configure system questions; flow; coding and integration with other systems. Very user friendly. We have been able to do so much more with the produce than originally envisaged which is also applied to our customer portal.

Cons

Running reports from the script hit data - needs to be quicker and more tailored (for example between contact times not just dates). Would be good to have configurable dashboards using the data collected. Company does encourage users to flag possible development and keeps a prioritised list for ongoing improvements.

Response from Omfax Systems

Many thanks for your review, Lourdes - you make an excellent point! I am also going to feedback the suggestions around the reports on the script 'hit' data to the development crew, to make sure it's on their radar.

Replied September 2021

Ellie

Company size: 1,001-5,000 employees

Industry: Government Administration

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
4

Value for money

out of 5
4

Customer support

out of 5
3

Functionality

out of 5

August 2021

Keyfax with Capita OpenHousing

Keyfax could work better for us but over the years has been implemented by different teams and people which has meant the scripting is quite unorganised and fragmented as previous owners have left. The customer service is good and the team are knowledgeable, patient and helpful.

Pros

Keyfax is an intuitive and smart tool used to diagnose repairs by our inhouse call centre. When set up with the effective scripting it can work very well advising the team with SOR codes suitable for repairs. The diagrams can be selected which makes it a easy tool for beginners to start using.

Cons

There could be a smoother integration with the software we use, the interface is simple and clear but not quite modern.

Response from Omfax Systems

Many thanks for providing a review, Eliie - much appreciated. Hopefully you saw from the webinar this week that the interface is much improved in the latest version.

Replied September 2021

Reanne

Company size: 501-1,000 employees

Industry: Civic & Social Organization

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
4

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

August 2021

A great intuitive tool, enabling businesses to keep the focus on the customer

Great. Support is always on hand from [SENSITIVE CONTENT] when we need it and nothing is too big of an ask.

Pros

It's easy to navigate and integrates well with the host system we use. Features that can be applied within Keyfax enable us as an organisation to develop processes that really work for us, and the continual development of the product helps future-proof it too so it will continue to work for us going forwards.

Cons

There are some features we would like to be developed, such as an upgrade to the editing tool for message boxes, the ability to reference information within databoxes etc.

Response from Omfax Systems

Many thanks for your review, Reanne, it's much appreciated. Hopefully the cons you have listed are addressed in the 4.4 version of Keyfax with the new HTML editor.

Replied September 2021

Lisa

Company size: 501-1,000 employees

Industry: Government Administration

Time used: More than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

November 2021

Keyfax Diagnostic Review

Excellent customer service. Knowledgeable staff always willing to help and go the extra mile. Reliable software that rarely gives us cause for concern.

Pros

It's ease of use, the updated images, it guides you through the full process.

Cons

n/a - I don't use it daily to know its Cons.

Mark

Company size: 501-1,000 employees

Industry: Civic & Social Organization

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

September 2021

Keyfax repairs diagnostic system

Excellent

Pros

Easy to amend scripts and clear scripts tied in with the repairs handbook and excellent communication with Omfax staff

Cons

We have had no real issues apart from changes to Omfax staffing

Reasons for choosing Keyfax

n/a

Response from Omfax Systems

Thanks for your review and feedback, Mark. We look forward to working with you on the new release.

Replied September 2021

Showing 5 reviews