Chatbot Sam speaks for Grand Union
FourNet delivers pioneering chatbot solution to housing group
Grand Union Housing Group (GUHG) is determined to stay out in front on its digital transformation journey, using the very latest technology to improve customer experience. Delivered by FourNet and partners, Grand Union now employs Sam, a pioneering personalised chatbot, who is able to handle everything from rent balances to repair appointments, leaving agents more time for complex queries.
Contact Centre Agents
incoming equries through digital channels
GUHG owns and manages around 12,000 social housing properties across Bedfordshire, Buckinghamshire, Northamptonshire and Hertfordshire. It wanted to centralise its operations, bring staff onto one system and agents into one contact centre, with enhanced reporting capability. With several projects running concurrently and employees moving offices to a live system, timing was crucial.
With full recording capability for calls, texts and screen, GUHG’s agent training needs and productivity are easily monitored and analysed to improve quality control. FourNet’s solution is future proofed – allowing new applications like Microsoft Teams to be integrated in future.
The digital transformation we have undergone as a housing association has brought us closer to our customers and to the way in which they currently use technology through mobile phones, laptops and social media. This digital channel shift means that we offer an improved service to our customers via all the modern channels of communication, allowing them access 24 hours a day, seven days a week to a whole range of service enquiries, through all our systems.
Thanks to our partnership with FourNet, we have moved away from disparate, separate legacy telephone systems to a fully centralised, single system including pioneering chatbot, where 66% of all our inward contacts both starts and finishes through digital channels.
IT Director, Grand Union Housing Group
FourNet is a company with innovation at its heart – tailor-making the latest solutions to meet our customer’s requirements and always seeking to push the boundaries of how technology can improve systems, efficiency and customer journey.
We are delighted to have helped Grand Union use technology and artificial intelligence to streamline, to assist agents and provide a better service to customers and keep itself at the technology forefront of the sector.
Account Director, FourNet