Housing

FourNet works with UK Housing Associations to deliver digital transformation strategies, that help them manage and improve customer contact. We enable the use of digital communication channels with residents, utilising automation and AI to deliver a better customer experience.

FourNet are a nominated supplier on the Procurement for Housing (PfH) framework, which offers Housing Associations a simple, streamlined, procurement route that guarantees value-for-money.

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An integrated, single view of the customer

FourNet’s expertise is in integrating existing legacy systems and transition them to the latest cloud capabilities.

We integrate all our customers existing systems: housing management, finance, repairs, CRM; into a single pane of glass for contact centre agents. This provides a single view of the customer, negating the need for the agent to switch between screens and providing a dramatically improved experience for the customer.

Our solutions integrate with everyone

Benefits of a FourNet solution

Digital channel shift

Our contact centre solutions handle and integrate all communications channels enabling customers to communicate via the channel of their choice (webchat, social, SMS, email), helping free up telephone resource for customers who need that extra level of support. FourNet's omnichannel solutions give your agents a 360° view of the entire customer history.

Value for money

FourNet's cloud solutions typically provide Technology & IT cost savings, allowing for a more agile platform that helps you streamline business processes adding extra value. FourNet's enabling platform allows for digital tranformation and agile working, delivering improved levels of effieciency which in turn drives increased levels of customer satisfaction.

Management Information

FourNet's cloud platform offers data warehousing capabilities that integrate with tool such as Power BI. We provide ad-hoc and regular reporting out of the box, allowing you to report on the data using your application of choice. FourNet's solutions allow you to measure performance against key KPIs such as; grade of service, first time fix rate and abandonment rate as well as for non-phone contact, time taken to reply to emails, Social Media and much more.

Continuous Improvement

Deliver constant, ongoing improvements to service driven by data and insight. FourNet solutions provide best-in-class MI to drive your continuous improvement strategy.

Automation & self-service

We can free agent time to focus on complex interactions by automating simple non-value add interactions using AI, ChatBots and RPA, as well as automating workflows for core organisation tools such as SharePoint and Dynamics. Automating processes gives your agents the ability to support those with more emotional or complex needs.

Efficiency & flexibility

FourNet's Unified Communications, Collaboration and Agile Remote Working capabilities combine with the latest contact centre functionality meaning agents and employees can easily work and be managed from home.

Adoption Journey

We work consultatively and collaboratively with our housing customers to create a roadmap, or an adoption plan, for new channels or services such as AI, ChatBots, Alexa and Social Media channels so you only pay for what you are using.

Fully Integrated

Our housing contact centre solutions are already integrated with all the major housing systems providers ensuring seamless integration across key business applications. We enable agents by giving them a complete 360° view of everything related to your customers through a single pane of glass.

Future proofing

A FourNet cloud solution provides a foundation or core platform that can easily be added to or further developed to offer new channels or new services as and when you are ready to adopt them.

We partner with the best

How we work

All FourNet projects aim to align people, process and technology behind a common vision.

We work with all your people: tenants, employees, board members and 3rd party contractors to truly understand how you work. Our Business Analysts will work with you to understand your current ways of working and what you are aiming to achieve through your digital transformation projects. Our sector specific consultants will share best practice from what is working for our current customers.

Our solutions architects will create the technology roadmap for the integration of your existing systems and the adoption plan for future features and functionality. Our professional services and project management team support the delivery of the project every step of the way. Once the project is fully implemented, we complete a comprehensive service transition to our service desk who can then fully manage the service going forward or support your in-house team.

Trusted by many

"Mosscare sought a partner to assist in the delivery of its digital transformation goals, to help improve customer satisfaction amongst our tenants. We selected FourNet who have designed and delivered a PCI compliant, multichannel contact centre that fully integrates with our Orchard housing management system. The Avaya/Enghouse solution provides us with the flexibility to work from any location through the device of our choice and the scalability we need for our future growth."

Alison Piggin
IT Manager, Mosscare St Vincent's

"FourNet are an integral part of our organisation and a partner who ensures that we attain the best results for our people and our customers, and who can work with other SHA suppliers to achieve our goals and vision."

Kerry Teagle
Head of Customer Contact, Sovereign Housing Group

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Trusted and accredited

Tenant Benefits

Increased first time resolution

No need to repeat information

Customer information is shared between departments and communications channels so the customer doesn't have to repeat themselves.

Channel of Choice

Get in touch however they want

Fixed line voice, mobile, email, web chat, SMS. Customers can communicate via whatever channel they are most comfortable with

Customer Satisfaction

Give your customers a voice

Implement customer satisfaction and listening programs to ensure the voice of the customer is heard, analysed and acted on.

Reduced Wait Times

Intelligent resourcing & routing

Resourcing levels are properly planned and enquiries are delivered to the person best placed to resolve - speeding up response time

Integrated Services

Rent, repairs and rehousing

Integration of all internal systems and communications channels enables a more holistic view of the customer, root causes can be identified

360 degree customer view

Root cause addressed

A holistic view of the customer means the root cause can be identified and addressed rather than short term solutions

Use Cases

Appointment reminders

Reduce your appointment no-shows by sending automated reminders via SMS, email or voice. Improve customer care and reduce wait times. Through intelligent and proactive notifications, FourNet's appointment reminder solutions help your customers stay informed so they remember property visits and miss fewer appointments, avoiding unnecessary frustration.

Mass notifications

With FourNet's mass notification solution, you can transmit critical information in real-time to your customers or employees. Communicate instantly in emergency situations such as floods, fire or pandemic. Open a channel of communication with your contact centre to ensure two way communications with customers, employees and contractors.

Video conversation

Your contact centre employees can support customers in critical situations over video calls. FourNet's omnichannel contact centre solutions enable video conversations between contact centre employees, customers and third-party repair contractors to help share video footage and provide visual advice to the caller.

SMS chat

Enable customers to get in touch via SMS chat for when voice calls aren't suitable or feasible. FourNet contact centre solutions allow customers to get in touch via any communications channel. Contact centre employees can see an individual's entire contact history however they get in touch and can respond via their preferred medium.

Picture upload

Our contact centre solutions don't just allow voice calls, but also picture uploads directly from smart phone or tablet cameras from the property. Simply by clicking on a text message sent from the contact centre employee, customers can upload relevant images that can be shared with the repairs team, reducing the need for multiple visits to diagnose and repair the problem.

Drones

Many Housing Associations now send up drones to assess a property e.g. roof repairs, meaning that the right specialisms can be employed with the right equipment and the right briefing to handle the situation. With FourNet's drone solution footage can be beamed straight into the contact centre or to your repairs team: swifter decisions, few repeat visits and reduced repair bills.

IoT

Using IoT functionality, data from any internet connected device such as smart meters, humidity sensors and smart boilers can be integrated to the contact centre. By receiving constant accurate information on the state of their properties, Housing Associations can plan and carry out repairs exactly at the point of need and ensure they prevent costly problems.

Sensors

Housing Associations can use cutting edge sensor technology to maintain their properties and improve customer health. Sensors can monitor humidity, temperature, Co2 and movement and are able to provide hourly readings that can be monitored via the contact centre. Alerts can be automatically generated if problems arise or are predicted, ensuring corrective action is taken.

Smart Homes

Smart Homes use technologies in the home that can learn about the building, the environment, and the people living in it. They then use this information to adapt and automate tasks to make them as efficient as possible. There are many ways in which these capabilities can help support and protect vulnerable customers, protecting both their health and finances.

Create a roadmap for new channels, services and features

FourNet work with our housing customers to create a roadmap to schedule and plan their adoption of the full features, functionality, communications channels and automation capabilities at their own pace. Very few customers use all the features and functionality they buy immediately – we can help them create a roadmap to roll out and adopt these features; only paying for what you need.

Our aim is to build long-term, ongoing relationships with our customers; keeping them up to date with the latest developments and helping them adopt technology at a pace that matches the needs of their customers.

Procurement Frameworks