FourNet has helped Lincolnshire Housing Partnership become the first social housing provider to achieve six ‘Compliance Plus’ ratings under the national Customer Service Excellence (CSE) standard. FourNet worked with LHP to modernise its customer contact operations, enabling housing staff to manage all voice, email, webchat and social media interactions through a single cloud-based platform. The…
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Customer Management
Ahead in the cloud with happier residents
From reactive responses to proactive support Delivering excellent resident services starts with having a clear understanding of what’s happening across your homes, schemes and communities. Many housing providers have already invested in telecare, connected monitoring, safety systems and digital housing technologies. The challenge is now how these technologies work together and how well the resulting…
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Getting the basics right
Turning customer insight into better service, not just better systems In our sector, it’s easy to talk about transformation as if the answer lies in a new platform, a new portal, a new CRM or yet another digital channel. All of those can help but customers rarely describe a good service in technical terms. Customers…
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The statutory clock is ticking…
Heroic efforts won’t survive phase two of Awaab’s Law but your system architecture might Most housing providers got through phase one of Awaab’s Law, although few would like to admit how they did so. In many organisations, it was less by design and more by determination – contact-centre scripts were rewritten, damp and mould teams…
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Orbit’s ‘everyday excellence’ with Qualtrics
Orbit has chosen Qualtrics’ experience management (XM) platform as part of its ambition of providing ‘everyday excellence’ for its customer experience. Qualtrics’ XM platform will give Orbit a complete view of its customers’ experiences by capturing feedback across multiple channels such as digital, phone calls and community forums, and from neighbourhood visits, repairs and complaints….
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Zooming in on residents, systems & data
Housing providers know what they need to do regarding TSMs, complaint handling, compliance and first-time fixes. The challenges are practical – connecting the systems, channels, people and data that deliver those outcomes. The need for more joined-up systems and data is increasingly shaping how customer services are delivered. This sector-wide push for better-connected processes has…
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