Livin Housing has been using Meritec’s low-code platform to develop a series of minimum viable products (MVPs) to plug gaps in its digital services. The platform includes Meritec’s CXM360 CRM module to integrate with a variety of Livin’s existing back-office systems.
Roslyn Littledyke, head of transformation, Livin Housing, said, “We needed a flexible CX platform to handle and, where relevant, automate various customer touch points. In particular, we wanted to develop rapid prototypes that could be tested and deployed without relying on technical staff.
“The implementation of the Meritec platform has given us the ability to design and mobilise our services to customers, taking a digital-first approach.”
Meritec worked with Livin Housing to deliver its MVPs, with the main aim of the MVP process being to reduce the number of systems that customer service agents had to go into in order to respond to tenants’ queries.
Part of the MVP was to deliver a ‘golden template’ on the low-code platform which could then be used as the basis of all future processes. Meritec trained the Livin team on low-code configuration and helped with the build of the first 10 processes. The Livin team has since developed a further 50+ processes using the low-code features of the Meritec platform.
Livin has reported a 25 per cent reduction in high-volume contacts within the first three months of implementing the Meritec solution, further underpinned by a one-minute reduction in the average call-time for high-volume contacts.