Broadacres Housing has built a new complaints management system based on Salesforce technology. The housing provider’s internal team has already developed Salesforce-based systems covering legal services, contact centre and financial advice. As well as making its complaints-handling activities more streamlined, Broadacres’ new system is expected to save considerable time around the collation of complaints’ information…
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Broadacres’ digital transformation with Salesforce
Broadacres Housing has taken the next step in its Salesforce-based digital transformation, with the implementation of Salesforce’s Service Cloud Voice in its customer contact centre, powered by Vonage Telephony. Mark Birch, chief technology officer, Broadacres Housing, said, “We’re excited to see the benefits this transformation brings to our contact centre and the consequent improvements in…
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Digital-first, self-service and 360° views
The challenges housing providers are dealing with today provide a real impetus for becoming more technology-driven. The Regulator of Social Housing (RSH) is bringing in more active consumer regulation next April (with quality of housing a key focus), yet a report from the regulator last autumn highlighted a number of risks for housing providers’ compliance….
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Broadacres Housing takes on Salesforce
Broadacres Housing has opted for Salesforce to improve its money advice service, with the aim of helping to maintain its tenancies and supporting tenants with the current cost of living crisis. Mark Birch, head of ICT, Broadacres Housing, said, “Many of our residents are working, but given the current economy, some of them may still…
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Adapting to changing customer expectations
With the arrival of the fourth industrial age, we have all experienced changes to our everyday lives that were at one time beyond the scope of our dreams. As consumers of products and services, our expectations around ease of transacting have been transformed and we want efficient, effective interactions, personalised to our needs. Housing providers…
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