More and more businesses are focused on optimising the customer journey. They are mapping out the way customers interact with them and their typical process of ‘flowing through the organisation’, and then looking at how they can best streamline that process in order to improve the customer experience. With the customer journey continuing to become…
Bringing people together – Transforming customer service with Microsoft TeamsRead More →
Customer Management
GreenSquare self-serves with Orchard
GreenSquare Group has implemented Orchard’s Digital Self Service platform to improve customer experience and the efficiency of its service delivery. After analysing the cost of engaging with its tenants, GreenSquare found that its telephone-based contacts were costing around £5 per transaction compared with just 5p for digital contact methods. Along with the housing provider’s wider…
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Diving in at the shallow end
Sovereign Housing’s head of digital services, Sam Dart, will be speaking at Housing Technology’s ‘Connected Communities 2019’ event at the BT Tower in London on 10 September. He has been at the forefront of a shift to a cloud-based portal at Sovereign Housing. Making life as easy as possible for Sovereign customers is at the…
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Sovereign’s digital transformation with PowerObjects
Sovereign Housing has recently started a digital transformation strategy based on PowerObjects’ deployment of Microsoft 365. Sovereign’s business case for digital transformation was built on three pillars. The first was around the strategic direction and aspirations Sovereign had for a modern technology platform to better serve its tenants, the second was a better understanding of…
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Digital transformation starts with identity
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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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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