FourNet and Grand Union Housing Group (GUHG) have secured a place in the finals of the Housing Digital Innovation Awards 2022.

 

Both organisations are shortlisted together in the Best Digital Transformation category for a project which has seen a pioneering converse360 chatbot introduced over the past year, which offers a personalised chatbot customer experience. GUHG provides 12,000 homes for more than 27,000 people across Bedfordshire, Buckinghamshire, Northamptonshire and Hertfordshire.

The group’s digital transformation, delivered in partnership with FourNet, includes a future-proofed omni-channel Enghouse contact centre with around 22 agents, and has resulted in significant workplace efficiencies and improved customer experience.

 

Sam, the GUHG chatbot, handles hundreds of customer enquiries, and is able to handle rent balances, repair appointments, charge information and more, in many instances without the need for customers to speak to an agent.

There’s been a significant monthly reduction in the number of calls which require to be handled by GUHG agents, for instance, with a drop in August and September last year of more than 30% compared to the previous year. This reduction means that agents are able to have better and longer conversations with customers and provide a better level of support to the people that require assistance.

The Housing Digital Innovation Awards take place at Edgbaston Cricket Ground, Birmingham on 10th February 2022.

 

For more information please contact

Tim Reid – Media and PR office

Mobile: 07720 414205

Email: treid@fournet.co.uk