Cairn Housing Association has signed a five-year agreement with Netcall to manage its end-to-end customer engagement process using Netcall’s Liberty platform which includes email, SMS messaging, web chat and social media integrated with CRM software.
By partnering with Netcall, Cairn hopes to rethink how it communicates with tenants. The housing provider’s goal is to ensure that tenants can speak to a member of staff quickly and that as many queries as possible are dealt with at the point of contact through ‘first contact resolution’ techniques.
The Liberty platform supports remote working so people can work from the most suitable location and business continuity is maintained in the event of unexpected events. When carrying out home visits, Cairn staff will be able to resolve tenant queries using smartphones and use reminder technology to reduce the number of appointments missed by tenants.
Jason MacGilp, chief executive, Cairn Housing Association, said: “We expect that our new contact centre and partnership with Netcall is going to revolutionise Cairn’s approach to customer service. Our aim is that customers can contact us in whatever way is most convenient to them, and to have their enquiry or service request sorted out with minimum effort on their part. We’re also really excited about the possibilities of mobile working and self-service in the future.”