Cairn Housing and its subsidiary Ancho have adopted Netcall’s low-code Liberty platform in order to develop a tenant self-service portal.
The Liberty ‘all in one’ customer experience (CX) suite has enabled Cairn Housing and Ancho to provide simple, convenient services for their tenants across a variety of channels combined with ‘work from anywhere’ flexibility for their internal teams.
The housing provider built the MyCairn portal using Liberty Create, Netcall’s low-code platform, allowing Cairn Housing and Ancho to build new processes and make changes to their workflows without the need for external IT development resources.
Within the first four months of the portal’s operation, 16 tenant-facing services were made available including repairs, complaints, ASB reporting and surveys. Almost 6,000 tenant cases have since been completed and closed by the Cairn team, and 500+ service satisfaction surveys have been returned with an average rating of 8.45/10.
Cairn has also deployed the end-to-end capability of the Liberty platform, including Liberty Converse, an omni-channel contact centre system, and Liberty Connect, a conversational messaging and chatbot tool.
Furthermore, during the pandemic, the low-code aspect of Liberty meant that Cairn was able to build and deploy a welfare solution for its tenants in just two days.
Neil Golightly, business services manager, Cairn Housing, said, “The rollout of MyCairn came at a pivotal time for us and our tenants. The pandemic has obviously created huge challenges, not only for our team, who are working remotely, but for our tenants too.
“Never has there been a greater need for the automation and seamless integration of our processes. The capacity offered by low code has allowed us to free up teams for more complex projects and to spend more of their time supporting vulnerable tenants.”
