Accent Group has gone live with MIS AMS’s ActiveH CRM system in its omni-channel ‘Accent Connect’ contact centre.
Accent Connect, based on Contact Expert software linked to ActiveH, is already resulting in measurable benefits for staff and the housing provider’s 37,000 tenants through a single 360-degree view of Accent’s properties and tenants.
Danielle Mould, call centre manager, Accent Group, said, “Going live with Accent Connect has seen many more benefits than we predicted. Not only has it made processes much slicker and more sophisticated, it has created better connectivity between all parts of our business.
“We receive over 500,000 calls a year and we’re inundated with emails, but both can now be better distributed to our agents for them deal with. We can also see when there is a shift in channel and which channel is used the most, making our processes much more sophisticated, efficient and allowing us to be more helpful to tenants.
“Accent Connect delivers better management of work streams across our different communication channels, and has improved reporting and transparency within the organisation enormously. It also helps plan outbound work much more efficiently around particular days and times of the week.”
