MARKET LEADERS IN LANDLORD AND TENANT COMMUNICATION

Solutions


We support over 130 Social Landlords managing over 765,000 properties, with tenant communication solutions offering a range of digital platforms including Tenant Portal & Smartphone Apps.

Deeplake Communications Manager is a automated 2-way digital communications platform, allowing you to engage customers in a fresh, efficient, and low cost way.

Communications Manager provides a full range of digital communication channels, with multiple languages, giving you the best chance of quality customer engagement.

All modules are fully integrated and can be adopted as required. A common database and data feeds ensures all customer information is consistent, whichever digital channel the customer uses.




Core Communications

Provides bulk and ad-hoc SMS and Email communication with advanced automation and target selection features. Communications can be targeted using selections by any data held on the customer (including Housing Management or CRM data), or by map selection.

Scheduled communications and self-service transactions are also supported by the advanced workflow engine.



Social Networking

The Social Networking Module adds Social Media Channels to your communication mix. We add Channels as new Social Media services become popular and currently include Twitter, Facebook and WhatsApp. Instagram is scheduled to be added in early 2016.


Social Network Manager

This module monitors your Social Media presence and feedback posted by customers. You can alert key staff to sensitive content posted, remove postings which breach your guidelines, and generate personalised messages about usage, all without requiring staff effort.

Social Networking posts can also be written back to Customer or Tenant databases to keep a full history.

Customer Portal

The Customer Portal is an online, web-based interface for customers to use on their PC's, tablets and mobile devices.Responsive design automatically reformats for the device used, and a full range of Social Housing features are available from option-guided repair logging to rent statements, news pages, document store and message trail.

Smartphone

The Smartphone for Android and IOS allows tenants all the Customer Portal features in a native mobile App. At first log-on the App customised itself to your look and feel and features can also be customised to match your customers' requirements.

SMS Numbers

Communication Manager is a high-volume production platform and supports long and short SMS numbers, shared numbers or departmental numbers, and full auditing and graphical reporting of usage. Additional SMS numbers can be added at any time.

Mobile Payments

The Mobile payments module allows payments to be collected from customers and tenants by SMS, Smartphone or Tenant Portal. Payments can be scripted within the Core Communications module into any workflow, allowing automated collections by any department.




Digital Channel Shift reduces costs across a Local Authorities operations, whilst also providing a more responsive service to customers. We have extended our range of application modules to be relevant to Local Authorities and allow streamlining of communications across a wide range of departments.

Deeplake Communication Manager is unique in having the scale, flexibility and powerful feature set to cope with communications across a Local Authorities Departments, with role based security, departmental SMS numbers, full auditing and reporting capabilities, plus many other powerful features. All Corporate Modules can be used across all Digital Channels - whether you offer SMS, Email, Smartphone, Social Media or Customer Portal.

Corporate Modules allow Local Authorities customers to deploy Communications Manager very quickly by providing a prepared set of messages, workflows, data interfaces and reports pre-built for each department.





Local Authority Modules

Each module can also be customised and extended to exactly match the specifics of each customers communication style, and customer management processes.

Refuse Collection

Offer citizens access to bin collection times, recycling centre locations, opening times and closures, emergency changes, reporting of problem and suggestions, requests for skips and special collection (with electronic payments)


Council Information Services

Allow lookup of office locations, departmental opening times, Councilor/Ward names, event information, let citizens send in suggestions and receive general news updates. All citizen self service transactions are based on identifying mobile number/Social Media ID/Email Address/Smartphone/Portal ID. Personal conversations with officers can be held without either party sharing individual numbers or contact details.

Animal Control

Reporting dangerous or anti-social animal behaviour or litter, reporting dead animals, lost animal reporting and searching, applying for permits or reminders to renew permits for pets, pet shops and boarding premises.

Campaigns & Marketing

Surveys and customer feedback is vital across a wide range of areas, departmental performance to market research. The Campaigns module provides an easy way to build surveys across any digital channel, with flexible and comprehensive reporting. With response rates typically exceeding 70%, very low costs, and very rapid turn-around times, digital Campaigns are the most effective way to gain citizen/customer feedback.

License Application and Reminders

Many licenses are permits require regular renewals, or checks that information remains current, including but not limited to - Alcohol and entertainment, Animal welfare, Charities, Rented housing, Taxis and private hire, Street trading etc.

Building and Planning

Arranging and reminders for inspection visits, notice of expiry periods, information gathering, lookup of vetted contractors, queries and ad-hoc communications. Collection of small payments.

Lone Worker

This simple and practical module allows any worker or contractor with a mobile phone to initiate a self-monitoring process via SMS, Email or Smartphone App. Regular prompts check all is well with alarms or "no contact" messages being generated automatically to staff or external call centres. Low cost and flexible protection, available 24x7.

Citizen Involvement

This "Private Twitter" module allows groups to share information via "Digital NoticeBoards". Tenants, staff and other stakeholder groups can discuss and share topics of interest without knowledge of each others mobile numbers and with all conversations being audited and content controlled. A great way for Local Authorities to facilitate citizens shared interest groups, securely and cost effectively.

Libraries

Opening times, overdue book chasing, book available notification, collection of fines, interest groups, promotions of activities.

ASB, Complaints and Compliments

A picture is worth a thousand words, and ASB reporting by mobile allows citizens to record problems and report in a structured way via smartphone or even SMS text. Automated workflows notify relevant departments and feed reports and messages to you.




Deeplake Data Channel makes application data easily accessible to 3rd party and self developed applications.

Over many years Deeplake has developed a set of data extraction, interface and application write-back capabilities to support our advanced two-way communications technology.

If your application required consistent, secure access to data in an existing proprietary database, Deeplake Data Channel could be your solution.

This unique data access solution is now available as a stand-alone solution.




Data Channel Technology

The Data Channel datastore is based on Microsoft SQL2012 or 2008 platforms, and uses a range of data extraction techniques depending on the target applications data is required from. Currently we support data extracts from the following Housing Applications:

Northgate Housing
Omniledger Pyramid
Civica Universal Housing
Capita Open Housing
Capita Academy
Aareon Housing
Kypera
SDM Housing
Microsoft Dynamics
Opti-Time
Orchard Housing

Application adaptors have been developed for each target application and include native API's, Web Services, direct SQL extracts, CSV and XML imports. A number of bespoke file formats exist for Deeplake technology integration due to our wide adoption in the Social Housing Sector.

Data Channel is an extendable technology platform, and in-house data sources and applications can be included. All data elements can be cached for rapid access and refreshed from core data on any of the following frequencies:

On demand
Daily Refresh
Hourly Refresh
Triggered by Application Transaction




We have a long-standing commitment to Housing and Social Landlords in particular. We support over 130 Social Landlords in the UK with tenant communication solutions offering a range of digital platforms including Tenant Portal, Smartphone Apps, and automated services via SMS, Email, iMessage, Facebook and Twitter. Watch our video overviews to see how easy Deeplake is to use!

We have the most comprehensive and easy to use digital communication solution, which already integrates with your current Housing Management System for simple deployment.

Our pre-configured Housing Modules allow Landlords to deploy very quickly by providing prepared messages, automated workflows, data interfaces and reports pre-built for each department. Each module was developed with Landlords and provides an easy and tested start-point for an implementation. Data integration has also been pre-developed with every main Housing Management Application to allow seamless messaging. Each module can be fully customised to exactly match the your communication style and business processes.



Rents and Arrears

Accelerate rent collection with a set of automated communication processes for the Rent department. Pre-built transactions include Rent Balance Enquiry, Letter One, Letter Two, Notice of Seeking Possession and Court Proceeding notifications.



Rent Arrears Trending

Streamlining the rent chasing cycle, the Rent Arrears Trending module provides instant and graphical analysis of rent arrears data, from which automated Letter One or chasing messages can be instantly sent.

In conjunction with the Mobile Payment Gateway,Communication Manager Rent Modules provide a powerful set of tools to identify, chase and collect rent income.



Repairs Management

Tenants can report repairs, repair reminders can be generated, and contractors can report job progress and completion with customer satisfaction surveys automatically triggered and carried out.

Two-way conversations can be automated between tenants, contractors and Housing staff, reducing calls and paperwork in the repairs process.



Campaigns & Marketing

Marketing Surveys and customer feedback is vital across a wide range of areas, from repairs performance to market research, and from tenant profiling to sales and letting. The Campaigns module provides an easy way to build surveys across any digital channel, with flexible and comprehensive reporting. With response rates typically exceeding 70%, very low costs, and very rapid turn-around times, digital Campaigns are the most effective way to gain customer feedback.

Profile Manager

Keeping customer records up to date and accurate can be challenging. Profile Manager automatically monitors nominated data fields in your Housing Database and/or CRM system, and at predetermined times contacts tenants to refresh and correct data digitally, and automatically.

Business Continuity

Managing communication during a disaster event is difficult, especially when key systems are unavailable. During "disasters" mobile communications are vital, but the volume of participants and messages require automated process that are controlled and auditable. Our off-site hosted Business Continuity Module allows an event to be announced within seconds. Key teams and staff can be notified instantly during the incident, sharing information in real-time.

Lone Worker

This simple and practical module allows any worker or contractor with a mobile phone to initiate a self-monitoring process via SMS, Email or Smartphone App. Regular prompts check all is well with alarms or "no contact" messages being generated automatically to staff or external call centres. Low cost and flexible protection, available 24x7.

Resident Involvement

This "Private Twitter" module allows groups to share information via "Digital NoticeBoards". Tenants, staff and other stakeholder groups can discuss and share topics of interest without knowledge of each others mobile numbers and with all conversations being audited and content controlled. A great way for landlords to facilitate residents shared interest groups, securely and cost effectively.

Voids and Allocations

Minimising voids and effective marketing is vital. Voids and allocations notifies tenants of qualifying properties, helps with queries and visits, and streamlines the allocation process.

Gas Servicing and Planned Maintenance

Allows scheduled notification of works using data from the Asset Management or Housing Database. Two-way communication helps avoid no-shows plus simple job completion by SMS or Smartphone helps track job progress, with automated surveys after the work. Spot problems quickly, and ensure tenants are fully aware of events.

ASB, Complaints and Compliments

A picture is worth a thousand words, and ASB reporting by mobile allows tenants to record problems and report in a structured way via smartphone or even SMS text. Automated workflows notify relevant departments and feed reports and messages into the Housing database.




Every Landlord wants to see Tenants engaged and communicating openly. Everything works more smoothly, whether trying to gain feedback to improve services, or being aware that a Tenant has income or benefit problems, or simply trying to arrange and manage maintenance appointments.

Digital Engagement has additional benefits though:

Digital Communication is cheaper than person-to-person contact, giving budget savings. Enabling Self Service systems allows Tenants more control, and can reduce the landlords workload. Digital services can be easily made available 24 x 7 - increasing your service window at no additional cost. Data Quality improves where Tenants can see, and correct, the data you hold about them



Message Costs


Deeplake's Digital Engagement platform enhances your Housing Management System with a range of digital communication options....from Self Service and Appointment Reminders via SMS, through to Smartphone Self Service Apps and Tenant Customer Web Portal. Uniquely with Deeplake all digital channels are integrated, with consistent data and security, and a single point of proven integration with your Housing applications.

The following are examples of how our Digital technology can enhance your customer engagement, quickly and cost-effectively.

Digital Channels

One of the unique benefits of Communication Manager is its' support for all major Digital Channels. Ten years ago contact via SMS and Email was sufficient for many customer needs, but the growth in use of Smartphones and Social Media requires most sophisticated tools if landlords are to engage with the modern tenant. Happily, Deeplake have made this simple by supporting all major Digital Channels, with Landlords simply choosing which channels they wish to deploy.







Managing Property and Estates efficiently is at core of every successful Landlords' operations. Automating many of the typical communications with tenants and contractors, especially around maintenance activities, reduces costs and improves services. Cost reductions can be dramatic with call costs of around £3 - £6 (Gartner Group) compares with a few pence for automated SMS or even less with Social Media.

Communication Manager can help you arrange repair and Gar Servicing appointments, control and track contractors, carry out satisfaction surveys at very low cost, and reduce no-shows and workforce flexibility. See some typical uses in the videos below, where Deeplake help over 130 Social Landlords streamline their Housing Management processes.





Repairs Management

Tenants can report repairs, repair reminders can be generated, and contractors can report job progress and completion with customer satisfaction surveys automatically triggered and carried out.

Two-way conversations can be automated between tenants, contractors and Housing staff, reducing calls and paperwork in the repairs process.



Gas Servicing and Planned Maintenance

Allows scheduled notification of works using data from the Asset Management or Housing Database. Two-way communication helps avoid no-shows plus simple job completion by SMS or Smartphone helps track job progress, with automated surveys after the work. Spot problems quickly, and ensure tenants are fully aware of events.

ASB, Complaints and Compliments

A picture is worth a thousand words, and ASB reporting by mobile allows tenants to record problems and report in a structured way via smartphone or even SMS text. Automated workflows notify relevant departments and feed reports and messages into the Housing database.







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