GreenSquare Group has implemented Orchard’s Digital Self Service platform to improve customer experience and the efficiency of its service delivery.
After analysing the cost of engaging with its tenants, GreenSquare found that its telephone-based contacts were costing around £5 per transaction compared with just 5p for digital contact methods. Along with the housing provider’s wider aim of offering its tenants a wider choice of contact channels (including self-service), this huge disparity in transaction costs was the catalyst for it to find a solution that could capitalise the cost efficiencies of digitising more tenant engagements.
As an existing Orchard customer for its housing and finance software, GreenSquare began its digital self-service project with Orchard in 2017. Throughout the development and implementation processes, the housing provider received support from Saxon Weald and Futures Housing, other Orchard Digital Self Service customers.
By implementing Orchard Digital Self Service (branded ‘myGreenSquare’), GreenSquare has given its tenants an extra contact channel with greater choice and flexibility in how and when they can communicate with GreenSquare.
Julianne Britton, head of customer services, GreenSquare, said, “We see the launch of myGreenSquare as a significant step in achieving our aim of delivering simply brilliant services. As an important part of that, Orchard Digital Self Service allows our tenants to access a wide variety of services from booking repairs and making payments to updating their personal details anytime, anywhere using any device they choose.”