Bernicia Group, Liquid Voice and Housing e-Academy have teamed up to create an online training course to complement housing providers’ existing call-centre solutions, with the aim of communicating the importance of customer excellence. Having already worked with Bernicia since 2007, Liquid Voice invited Housing e-Academy, as e-learning experts in social housing, to jointly create the…
Online learning partnership from Bernicia, Liquid Voice & Housing e-AcademyRead More →
Bernicia
Bernicia opts for Intuitive & ProcessFlows for analytics & BI
Bernicia Group has implemented a visual analytics and business intelligence system from Intuitive Business Intelligence for better performance management. The Intuitive Dashboards system was installed by its partner ProcessFlows for around £25,000. The BI system extracts key information from Bernicia’s SQL databases for housing and CRM as well as from a number of spreadsheets, giving…
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Liquid Voice on the record at Bernicia
Bernicia Group is using CTI and call-recording software from Liquid Voice to improve its customer service as well as to remain compliant with payments regulations. The Liquid Voice system integrates inbound telephone calls with the housing group’s CRM system to provide a ‘screen pop’ of each caller’s details to its customer service staff. The Liquid…
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Bernicia picks Orchard web platform
The Bernicia Group has completed the implementation of a number of new systems from Orchard, based on the software provider’s Vestri web platform. The new systems cover Bernicia’s internal and external web presence, performance management and collaboration. Orchard Content Management is being used for two external websites for Bernicia Group and its leasehold management company,…
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Bernicia’s £200k annual RoI with ProcessFlows
Bernicia Group has completed an overhaul of its accounts payable processes with a new system from ProcessFlows. Following a three-month implementation of AP ProcessFlows, the housing provider has reported that the time taken to process invoices has fallen from two weeks to two days, with the new system expected to deliver a return on investment…
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Bernicia Group gets new VoIP call centre
Croft Technology has completed Bernicia Group’s new multi-site call centre as part of the merger of two of the north of England’s major housing associations. The Bernicia Group was created to provide support services to Cheviot Homes and Wansbeck Homes, previously the housing department of Wansbeck District Council. The partnership provides 8000 rented properties across…
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