The COVID-19 pandemic has accelerated the pace of change, across all sectors, at an unprecedented rate. At Morgan Sindall Property Services (MSPS) we ensure our customers remain at the centre of everything we do, and it has really spurred us on to do more, be better and find solutions that provide extra support and reassurance for our customers during this challenging time.
To help support our customers through this pandemic MSPS launched its COVID-19 portal. The portal provides our customers with a platform for all their COVID-19 queries. Customers can find out about our working practises as we move out of lockdown, what repairs we are carrying out during this time, how best to access our services and what they can expect when our engineers attend their property. The portal also holds our COVID-19 company Risk Assessment, our six Company Standards and our COVID-19 Statement. Customers can also find out about support organisations within their local area, such as food banks, that they can access should they need additional help.
When a customer books a repair appointment with us, a link to the portal is sent out with their confirmation of appointment by text or email. As well as being able to search under the FAQ’s section on the portal, customers will also be able to access a video that explains what they can expect from us when we carry out work in their home.
Finally, the portal also houses ‘Morgan’ our chatbot. If customers can’t find the answer to their question, they can ask Morgan our virtual assistant, who will provide them with the most appropriate response. Since its launch, Morgan has been asked over 180 questions. The clever thing about our chatbot is that Morgan is always learning. By monitoring the questions that come through, we’re able to update the information in the system so we can provide more detailed responses to customers.
The portal will be a vital tool for our business in helping us to manage our customer’s expectations as well as providing them with additional reassurance and support during this uncertain time.