Find out how the social landlord for the Aude department uses video communication to process tenant requests faster, improve tenant satisfaction and reduce technician travel.
Habitat Audois is the first social landlord in the Aude department. The organization manages more than 6,500 housing units in 104 municipalities. With a territorial network provided by its 148 employees, it is an essential economic and social player in the department.
Since its creation in 1922, it has never ceased to innovate and launch major projects that have left a lasting mark on its history and that of social housing in Aude. Its mission is to provide housing for as many people and families as possible in the best conditions in the Aude region.
Habitat Audois is committed to supporting tenants by offering local, high-quality customer service. When tenants encounter a technical problem in their housing, in many cases, the technician comes to the site for a very short intervention time or to carry out a diagnosis and schedule an intervention. Since the trip was not always justified, Habitat Audois wanted to implement a solution allowing its customer service to perform a video-diagnosis, or even a remote video-repair.
Habitat Audois has chosen the Apizee solution to provide a video troubleshooting service to its customers.
When customers encounter a problem, they contact a technical platform by phone. The assistant asks a few first-level questions to determine whether it is wise to proceed with a video troubleshooting. If the tenant is at the scene of the incident, the video session is proposed immediately, if not, the session is scheduled later.
The customer does not need to download any application or create an account. A single click is enough to start the video troubleshooting session. The customer is guided by the technician to solve the problem or perform a remote diagnosis.
Thanks to Apizee we have reduced the amount of travel for our technicians, accelerated the processing of service requests and the decision-making on the type of service and the area of expertise of the technician or the provider who will perform the service.
Lionel Mailhol
Technical Manager
The solution was quickly adopted by the technical department of Habitat Audois thanks to a personalized and quality customer support which allowed to adapt the solution to the needs and objectives of the department.
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