Keyfax
About Keyfax
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.
Free trial:
Available
Free version:
Not Available
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Most Helpful Reviews for Keyfax
1 - 5 of 5 Reviews
Lourdes
Non-Profit Organization Management, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSThere 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.
CONSRunning 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.
Vendor Response
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
Government Administration, 1,001-5,000 employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed 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.
PROSKeyfax 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.
CONSThere could be a smoother integration with the software we use, the interface is simple and clear but not quite modern.
Vendor Response
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
Civic & Social Organization, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSIt'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.
CONSThere 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.
Vendor Response
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
Mark
Civic & Social Organization, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2021
Keyfax repairs diagnostic system
Excellent
PROSEasy to amend scripts and clear scripts tied in with the repairs handbook and excellent communication with Omfax staff
CONSWe have had no real issues apart from changes to Omfax staffing
Reason for choosing Keyfax
n/a
Vendor Response
Thanks for your review and feedback, Mark. We look forward to working with you on the new release.
Replied September 2021
Lisa
Government Administration, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSIt's ease of use, the updated images, it guides you through the full process.
CONSn/a - I don't use it daily to know its Cons.