AmicusHorizon is transforming its tenant services by deploying Firmstep’s Customer Experience Platform to provide digital services, automate interactions with tenants and drive future digital service provisions.
Using Firmstep’s Self and Forms solutions, the housing provider is giving tenants a personalised portal with a single sign-in access point for all customer services. Tenants can update their personal details and communication preferences, check the status of repairs, view rent statements and check payment histories online. Almost a third of AmicusHorizon’s tenants have already signed up for the service since it was launched earlier this year.
The housing provider is now planning to further extend its digital service offering. Planned future developments to the online portal include repair requests, shared ownership applications, applications for additional properties such as garages, and requests for payment cards. Future channel-shift projects will be guided by the improved data collected from tenants.
Suzanne Adams, programme manager, AmicusHorizon said, “We were looking for a secure, reliable and user-friendly way to transact with tenants online. Firmstep provided the functionality our existing CMS and CRM systems were lacking. The initial launch of the Firmstep platform has been hugely successful. We’ve seen early adoption rates of 30 per cent, with 64 per cent of those signed-up returning to use the portal. As we start to drive channel shift and offer more services online, we’re confident that sign-ups and usage will continue to increase.
“When we put out the tender, we had a detailed plan of what we wanted to achieve and the customer journey we wanted to deliver. Firmstep’s determination to deliver the project and the knowledge and support they provided enabled us to complete the build in just eight weeks and under budget.”