Paragon Community Housing Group has recently won the 2014 National Housing award for Best Digital Marketing for achievements that are centred on its new website. Hannah Elford, Paragon’s design and communications manager, explains how they are making the first steps in a digital journey. We needed to revitalise our online presence and expand our digital…
Building an award-winning website at Paragon Community HousingRead More →
Customer Management
MPLSystems launches IntelligentResponse
MPLSystems has launched IntelligentResponse to help housing providers handle the increasing volume of incoming messages from the growth in web chats, social media, mobile apps and email. The software supports the blending of automated and assisted responses, resulting in up to 60 per cent of messages being handled automatically. IntelligentResponse uses text analytics technologies to…
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Derby Homes opts for Clearview’s customer engagement suite
Derby Homes has deployed Clearview’s customer engagement suite of software. Paul Cole, Derby Homes’ customer engagement officer, explains the thinking behind the decision to implement Clearview and the challenges faced by the resident involvement team. What are your resident involvement challenges? As a result of a council review of housing services in 2013, resident involvement…
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Universal credit and channel shifting
Sir – The potential impact of welfare reform is the most significant risk faced by housing providers in recent history. However, it is also seen by forward-thinking boards as an opportunity for positive change. The exact degree to which cash flows and revenues will be affected by universal credit is uncertain. With many housing providers…
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Don’t build websites – Build digital services
Harry Metcalfe, managing director of digital services provider DXW, writes on what it takes to build a true digital service that puts users at its heart. It’s 2014, and the world is ending. The internet’s ability to transform the way society works is clear, and examples of transformational services are all around us. It’s no…
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Severn Vale improves ‘first-time fixes’ with Orchard
Orchard has completed an audit of how Severn Vale Housing is using its Orchard housing management system, particularly around improving avoidable customer contacts and encouraging tenants to use self-service channels. The audit also laid the foundations for mobile working and improved CRM, workflow and EDM to increase the number of ‘first-time fix’ resolutions. Severn Vale…
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