Along with my colleague Andrew Kidds, who manages our fabulous contact centre, I presented the story of Accent’s ICT journey at Housing Technology’s conference in March 2017. ‘Halfway to Amazon’ was a phrase coined by our critical friend, Frances Hipple from HACT, who had led a digital maturity review for us late last year which…
Halfway to Amazon!Read More →
Customer Management
Castleton CRM at Scottish Borders Housing
Scottish Borders Housing Association went live with Castleton Technology’s EDRM and CRM software in April 2016, initially for complaints and anti-social behaviour, and for general enquiries in August 2016. Integration of the housing provider’s repairs service into the CRM system began last month, with mobile working and self-service repairs for tenants expected early next year….
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Ranting and raving at Flagship
Flagship Group will be using Rant & Rave’s online customer engagement platform to listen to its tenants in a bid to better understand their needs. Flagship will be rolling out Rant & Rave as a real-time solution across all housing types, covering all customer journeys, and a multitude of touchpoints using email, SMS and IVR….
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South Lakes takes M3 for repairs diagnostics
South Lakes Housing Association is using M3 Housing’s M3Central Diagnostics to enable more accurate diagnoses of its tenants’ repairs requests. In 2014, South Lakes formed a customer services team (CST) as the first point of contact for all repair enquiries. At first, the largely non-technical CST staff had difficulty accurately diagnosing repairs. South Lakes also…
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What now for digital inclusion?
Digital inclusion isn’t a new issue. The latest figures launched last month by Lloyds Banking Group as part of their Consumer Digital Index confirm that there are still 11.5 million people in the UK who lack basic digital skills. I’ve been banging the drum about the need for cohesive and coordinated approaches to delivering digital…
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Innovating to transform service development and delivery at Viridian Housing
Now more than ever, the social housing sector needs to embrace innovation to tackle the challenges we all face and help shape the services of the future. The social housing sector will look very different over the next 10 years as the boundaries of what we do change. Our core offer will evolve, we will…
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