Digital marketing agency Prodo has just published ‘Shift! How to Make Channel Shift Happen in Housing’, specifically around how social housing providers should approach channel shift and digital transformation.
Prodo surveyed hundreds of housing contacts in various roles and carried out interviews with senior housing professionals involved with channel-shift projects. The result is a comprehensive view of the challenges involved in encouraging both customers and stakeholders to embrace digital channels and a host of practical advice that can be applied to transformation projects at all stages.
Pippa Adams, CEO, Prodo, said, “Today, consumers are used to receiving fast, convenient service online, regardless of the organisation they’re dealing with. This means that housing providers have a lot to live up to as they adopt new channels of communication. Effective channel-shift implementations should make access to common, repeatable services for tenants easier, quicker and less stressful to use, and allow the organisations to spend more time helping customers with more complex needs.”
Rob Walker, head of product, Prodo, said, “The social housing sector is very open and collaborative, so people are willing to talk about and share best practices. In Shift!, we wanted to capture that and add our own contributions. While there are, of course, different approaches to achieving channel shift, we’ve seen projects fail when certain key steps are missed. Through Shift!, we’ve provided a framework that has been tried, tested and developed by Prodo across many years and many projects that organisations of any size can follow.”
