Housing Association Overhauls Customer Interaction


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Cairn Housing Association has chosen Netcall’s customer engagement suite to overhaul the way it interacts with customers.

The not-for-profit Scottish organisation will improve service delivery by using social media analysis and engagement capabilities for the first time.

Using email, SMS messaging, webchat and social media, Cairn aims to be a leader in service delivery in the housing sector. The new five-year agreement will see the organisation’s entire end-to-end customer engagement process managed over Netcall’s Liberty platform.

Like other organisations in the social housing sector, Cairn faces significant challenges due to reductions in government funding, radical welfare reform and uncertainty in the wider economy.

However, it is committed to providing quality services and delivering customer excellence. To achieve this, it will ensure that all staff are equipped with the skills and resources to deliver the services expected by its customers.

The primary goal of this partnership is to ensure that customers are able to speak to a member of the team quickly and that as many queries as possible are dealt with at the point of contact by employing measurable first contact resolution techniques.

Using the Liberty platform to integrate intelligence about each customer, the Housing Association will ensure that any member of staff dealing with an enquiry has all the relevant information at their disposal. The technology will also simplify the way customer interactions are managed, making responses faster and more efficient.

The functionality contained in the Liberty platform will also enable Cairn to implement remote working.

“We are very pleased to be working with Netcall on this strategic project,” said Jason MacGilp, Chief Executive at Cairn Housing Association. “Our clear aim is that customers can contact us, with absolute confidence, in whatever way is most convenient to them, and to have their enquiry or service request dealt with minimum effort on their part.”

Richard Farrell

“In partnering with Netcall, we are confident Cairn Housing Association will have all the tools it requires to meet the evolving needs of its customers,” said Richard Farrell, CTO, Netcall. “Our approach has been proven to dramatically improve the customer experience. It supports the journey to multichannel customer engagement and optimises business performance with cutting-edge software and process management capabilities.”

Author: Megan Jones

Published On: 23rd Jul 2014 - Last modified: 22nd Mar 2017
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