What is digital identity? Customers want a way to repeatedly access online services in a fast, simple and secure way. Housing providers, local authorities and government want to give customers quick access to online services to support digital transformation and engagement, improve social and economic inclusion, reduce customer friction and reduce service delivery costs. Yet…
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Customer Management
Manifest enables Greenfields’ digital tenancy sign-ups
In 2017, the business solutions team at Greenfields Community Housing began a project to enable more agile working practices, particularly those relating to tenancy management; for example, a review had identified that over 20 paper documents were created, duplicated and manually filed for each tenancy. The main objective of Greenfield’s project was therefore to fully…
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Digital agents and robotic process automation
Although tenants can’t necessarily choose their housing provider when looking for somewhere to live, they do expect their landlord to be able to deliver on all fronts, especially customer service. But how can housing providers’ contact centres keep up with tenants’ ever-increasing expectations and demands? And how can they resolve more complex queries while also…
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Creating trust & transparency in repairs
The online revolution has introduced consumers to a plethora of new instant, connected services. Companies such as Amazon, Deliveroo and Uber have created on-demand, transparent and connected experiences, putting customers at the centre of their services, and giving them control, reassurance, convenience and, overall, building trust. They are setting the benchmark for all sectors and…
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Low code & digital technology – Transforming tenants’ lives
In March 2019, Midland Heart had the brilliant opportunity to share our digital journey so far with peers from across the sector at the Housing Technology 2019 conference. Rewind to October 2017 and new to the sector from the world of retail, I was tasked with launching a portal for tenants to manage their rents….
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Housing Solutions takes to AI
Housing Solutions has embarked on a first-of-its-kind project, introducing AI technology via Amazon Alexa into tenants’ homes. This is a revolutionary customer self-service platform, developed alongside Castleton Technology. Our new ‘digital IT’ strategy, approved earlier this year, was driven by Housing Solutions’ organisational objective to support our tenants. Following feedback from them and an independent…
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