Ofcom reported in 2017 that 94 per cent of adults in the UK now own or use a mobile phone. Text messaging therefore presents housing providers with a powerful tool to improve the quality of their communications with tenants. OmniLedger’s sales and marketing executive, Eric Lau, explores the implications involved with adopting intelligent text messaging…
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Customer Management
Using technology for a more personal approach
Northgate Public Services’ development director, Ewan MacLarty, says it’s time to focus on creating more face-to-face and personalised contact with tenants. A one-size-fits-all approach to housing is in danger of failing tenants as highlighted in a recent report by Shelter. The report revealed that as many as 48 per cent of families in social housing…
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NDL streamlines Moray Council’s mobile services
Moray Council has centralised all of its customer services, including mobile housing repairs, to a single contact centre using NDL’s awiMX and awiSX integration software. After a review to find opportunities to simplify, standardise or share processes for service improvements and money saving, Moray Council wanted to remove multiple contact points for different services by…
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How humans, Alexa and robots can improve lives
If somebody said to you five years ago, that artificial intelligence (AI) would now be making inroads into the housing sector, would you have believed it or simply dismissed it? Looking at AI from a more general perspective, at the turn of the millennium, I wonder how many people truly conceived it as being possible…
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Digital transformation – The challenges and opportunities
Citizens have come to expect a certain level of digital interaction with all organisations, including public sector ones. From council tax payments to parking permits, refuse collection to street lighting, public sector organisations interact with the majority of the population in many different ways. As digital technologies continue to permeate our daily lives, the challenges…
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Communications for innovation and growth
The terms ‘digital transformation’, ‘customer experience’ and ‘user adoption’ are hot topics in the housing sector at the moment, and for good reason given the rapidly changing landscape. It’s pleasing to see that traditional ICT departments are now rebranding into digital teams working collaboratively with colleagues from housing and contact centres. There’s been a considerable…
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