Old Software and Time-Consuming Processes

The Agents were frustrated with old software and clunky out-dated processes, it hindered their ability to efficiently deal with tenant queries and tenant aftercare.

Multiple applications made submitting and updating tenant data time-consuming

Multiple applications made it difficult to have a single point of truth for tenant history

Old comms channels were not properly regulated, meaning tenant emails and voicemails were often missed or not dealt with altogether

Single Pane of Glass

Our single pane of glass solution serves as a starting point from which an agent or customer service representative can pull information from different apps, windows and digital locations and display them in one single window. This unified display makes accessing current data easy and fast, laid-out thoughtfully so it's easy to navigate during tenant interaction and customisable to meet different user needs.

The Single Pane of Glass solution allows for multiple applications and information to amalgamate into one single window and one data entry point.

This boosted Agents efficiency and productivity by 30%, allowed them more time to work on priority tasks.

SmartInbox

Our single pane of glass solution serves as a starting point from which an agent or customer service representative can pull information from different apps, windows and digital locations and display them in one single window. This unified display makes accessing current data easy and fast, laid-out thoughtfully so it's easy to navigate during tenant interaction and customisable to meet different user needs.

The SmartInbox system meant that emails didn't have to be manually checked and they would arrive at the right department automatically. This greatly reduced complaints as Tenants queries weren't getting lost or misplaced.

Award Winning, A-Class Solutions for Housing Associations

If you're interested in identifying the key barriers to digital transformation, cut through the digital noise and outline how to start your own business case, then look now further than our Digital Transformation for Housing Associations Whitepaper. It explains all you need to improve the tenant experience whilst maximising employee engagement, well-being and making your organisation more profitable.

Sound Good? Download the Whitepaper Now

Bad Contact Centre Technology, Bad Customer Service

The lack of a decent communication infrastructure and difficulty of departments communicating with each other, only meant that agents were getting frustrated, tired and demotivated with their job and customers were losing faith with the housing authority, usually leading to complaints.

Tenants complained about long queue times for simple questions and getting through to the wrong department

Lack of visibility of tenant journey, made communication between departments difficult and time-consuming

Tenants found logging issues with Maintenance and Repairs difficult. No facility to properly log a request and raise tickets

Ami - Conversational AI

Ami is a revolutionary conversational AI chatbot and a digital agent that answers repetitive or easy enquiries to save the agent's time in dealing with urgent or priority tenants.

Ami handled interactions that were considered 'repetitive/low priority' such as 'When is my Bins being collected', this amounted to 67% of total online enquiries.

SmartWorkflow

Britannics smart workflow solution greatly optimises business activities, minimises human error and shortens and/or automates repetative and mundane processes. A smart workflow can also report on tenant journey with full and flexible monitoring and tracking tools. It also allows for easy project/ticket tracking, measures the time and workload of individual agents, seeing where 'paper' processes can be elimated.

Our Smart Workflow solution allowed tenants to take videos or photo's of issues to submit as part of a maintenance request. This greatly increased first call resolution.

Robotic Process Automation

Our RPA technology utilises user interface to capture data and manipulate applications just as humans do, to interpret, trigger responses and communicate with other systems to perform a vast variety of reptitive tasks. A robot doesn't make mistakes and is much more cost effective and efficient at dealing with reptative tasks than a human. Our RPA solution can mimic many human user interctions.

The improved the collaboration between departments and eliminated the need for manual or 'paper' form filling.

Deliver a Better Tenant and Employee Experience

Talk to us. Let's review how your business could digitise everyday business processes, integrate communications systems and applications, and future-proof its network.