Housing Association Customer Experience Transformation
FourNet has recently had the opportunity to work on two customer experience transformation projects with UK housing associations.
With very different pain points, both projects had unique challenges and outcomes.
Housing Association 1
Housing Association 1 is an ALMO in the Northeast of England. It is one of the largest property management organisations in the region, with over 26,000 homes located across the city. It provides high-quality homes and supported accommodation, together with person-centred customer support and a passion for creating local communities that are great places to live.
Already an existing Client, Housing Association 1 came to Fournet wanting to purchase a callback solution to solve the
long customer wait times for getting through to the contact centre. Keen to ensure that this was the right solution to solve the root cause, Fournet's newly set up CX Team undertook a 1-day onsite diagnostic and data analysis with the Housing Association.
Housing Association 2
Housing Association 2 is a not-for-profit housing association in the Midlands of England. They own and maintain around 21,000 homes, from flats in tower blocks to detached family homes and purpose-built wellbeing schemes for people aged 55+. They believe passionately that everyone has the right to a safe and secure affordable home and that this is the foundation for a successful life.
Fournet supply and manage this client's infrastructure and network estate, Housing Association 2 wanted to implement a new Contact Centre as a Solution programme with Fournet. The customer already had a solution in mind, and we wanted assess their needs and pain points before agreeing that their preferred solution was the best fit.
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