Post-pandemic, the way housing teams work and engage with tenants is set to look different. Greg Burnham, Datagraphic’s Aceni Hybrid Mail product manager, discusses some of the opportunities and challenges for IT leaders with mobile technologies and remote working. Catalyst for digital transformation When we were told in March 2020 to “work from home if…
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Customer Management
Case study: Wiltshire Council’s Aareon 360 Customer Portal
One of the greatest challenges facing housing providers and local authorities at the moment is their need to deliver the same services to residents while being unable to offer the same level of personal interaction. Restrictions on face-to-face contact have meant that housing officers can only visit those in the greatest need, while call-centres are…
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Knowing the unknown – Using familiarity to improve customer service
Author: Sam Winterbottom is the public sector director at Gamma. This article was written in collaboration between Sam Winterbottom and Andrew Tucker, the success manager at Cirrus. When it comes to customer engagement, housing providers benefit from a relatively informed position compared with others within and beyond the public sector. At a time when every…
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How to make your chatbot sing
The social housing sector is second to none in its aspirations, but competing priorities require creative solutions when it comes to delivering great customer service. There’s always a need for human-to-human contact but a well-trained chatbot can go a long way towards providing the 24/7, immediate service desired by both tenants and housing providers. After…
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ForHousing’s conversational AI with Amillan & Converse360
After seeing an increase in the number of tenants’ calls and interactions over the past few years, ForHousing wanted to find a way to make its existing call-centre staff more productive while offering its tenants a wider choice of channels at the same time as reducing its costs. ForHousing engaged with Amillan who implemented Converse360’s…
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North Star locks down with Exponential-e
North Star Housing’s decision to migrate its entire legacy infrastructure to a virtual datacentre with Exponential-e paid dividends during the various lockdowns in the UK. The main migration was accompanied by full replication at a second UK datacentre and a WAN interlink between multiple sites used as the backbone for a move to Office 365…
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