Following the introduction of a new customer experience (CX) platform from Meritec, Livin Housing is now processing its tenants’ repairs requests 45 per cent faster.
Livin chose a solution from Meritec via the government’s G Cloud framework to transform its CRM processes using a flexible digital CX platform. It enabled the mobilisation and increased visibility of more data-driven customer journeys, combined with a bespoke 360-degree view screen and CRM service menu.
Livin’s Meritec CX platform went live in August 2020, followed by widespread positive feedback from the housing provider’s customer-facing teams.
Roslyn Littledyke, head of CX and service improvement, Livin, said, “We recognised the importance of partnering with a supplier such as Meritec who shares our customer-centric values and uses technology to push the boundaries, creating digital experiences not typical of a housing provider.
“We are delighted with the outcomes of the project so far and the platform’s capabilities which will enable better mobile working, provide case management functionality and allow easy integration with our other systems, making our services and information much simpler to access.”
Adam Wilkinson, managing director, Meritec, said, “We aim to exceed our customers’ expectations and share their responsibility to achieve tangible benefits. Working with Livin and its very professional team has been a joy and rewarding from all sides – great people, great technology and great results.”