In March, we were delighted to announce our collaboration with Voicescape, a social housing engagement software that utilises digital technology, behavioural insights and data science to build trust, drive efficiencies and maximise revenue, revolutionising social housing sector rent arrears collection for both former and current tenants.
By merging Voicescape’s innovative ’Collections’ with allpay’s seamless solutions, we aim to empower tenants to make payments effortlessly and improve collections processes.
Are you ready to discover how this partnership can benefit your organisation? Explore our FAQs below to learn more about how allpay and Voicescape are transforming social housing. These FAQs are primarily relevant to Voicescape Collections, however there are a few additional ones for those using Caseload Manager, you can speak to your Client Development Manager for more information.
Your questions, our solutions
Can you use Voicescape with any housing management system?
Yes. Voicescape is easy to integrate with any housing management system. Whether it’s the latest software – such as Rubixx, for instance – or more established tools, the solution adapts. Voicescape will guide you through the entire implementation process too.
Are customers required to have an active Direct Debit set up with allpay to use the payment link?
Customers don’t need a Direct Debit to use the payment link. You can opt to set up your payment gateway to check references, which requires having an allpay account number. For unverified gateways, you can use any reference.
What data can be gathered using this integration?
allpay and Voicescape enable income officers to track payments made by customers using the payment link. Voicescape also helps clean up your data by identifying invalid telephone numbers as well as offering valuable insights into customer engagement, such as indicating who has listened to messages or pressed certain options in the IVR menu.
How long does it take to implement, and how much in-house participation is required?
Typically, implementation takes around four weeks, with minimal IT involvement required. Thereafter, data is simply extracted from your housing management system and then uploaded using Excel, ensuring a streamlined process.
How is the tenant’s arrears balance generated in the Pay-by-Link system?
The tenant’s arrears balance comes from the housing management system and can be exported along with the tenant’s phone number for the Pay-by-Link data to be included in an automated contact or SMS template through Voicescape Caseload Manager. Alternatively, you can leave the payment field blank, allowing the tenant to enter the amount due themselves or an amount they are able to pay at the time. The tenant must also provide the balance figure if the link is sent outside of Voicescape Caseload Manager.
What does the process of using ‘Pay by Link’ look like for an income officer?
We’ve made it straightforward to use. If the link is included in the follow-up SMS, the process is automated for officer. If you want to send an SMS manually, the template will display as <allpay link>, which will automatically generate the unique live link. Voicescape will use its vast behavioural insights experience to help the organisation formulate the best SMS scripts to gain the desired outcome from each engagement.
Can communications be triggered from the existing housing management system, or is it entirely standalone?
The link can be generated by Voicescape Caseload Manager or added to a standalone campaign outside of the tool. However, it cannot be added to SMS templates sent directly from your housing management system – it must come from a Voicescape engagement.
Ready to streamline your housing management processes?
Experience unmatched efficiency with allpay and Voicescape. Get in touch today to explore our tailored solution and experience the difference it could make to your public service organisation.
