Guildford, 28 July 2022 - Peabody Housing Association have reduced their daily emails by 30% saving agents up to 40 hours a day with the Bizvu INBOX digital interactions solution from Britannic Technologies.
The housing association is responsible for over 67,000 homes in London and the Southeast and were struggling with the high volume of daily digital interactions from their residents, third parties and contractors.
Coral Bannister, Digital Contact Centre Manger, Peabody commented, “We were inundated with emails and web forms and our agents couldn’t respond within the time frame the residents would expect. We had no control on what was coming into the contact centre therefore couldn’t meet the demands of the residents.”
Enquiries would come in from other departments that weren’t for the agents to deal with. This led to a huge back log, and it was taking on average 9 emails per customer to resolve an issue. The lack of control over the customer journey resulted in lower efficiencies, high staff turnover and poor customer service.
Managing Digital Interactions
Britannic suggested the Bizvu INBOX Solution a digital interaction solution and integrated it with their existing technology ensuring that they protected their existing investment in legacy technology but were not hindered by it.
Residents now send an email enquiry and get sent an automated web form to complete the requested information themselves. This is then sent to the correct department where the enquiry is dealt with. As a result of this initiative Peabody had deflected 30% (over 25,000) emails coming into the digital contact centre.
Modernising the Contact Centre
“Worked closely with Peabody we have helped to modernise and streamline their contact centre improving the tenant experience and making agents more efficient and productive. The results demonstrate the success of the project, and just how integral the initial discovery phase is where we take the time to work in partnership with our customers to understand what they want to achieve, how are they going to get there and how to use their existing technology and new technology to meet their objectives. By using INBOX we have helped Peabody take back control of the customer journey and handle communications more efficiently,” comments Jonathan Sharp, Director, Britannic Technologies.
“Working with Britannic and Peabody in an agile manner to deliver meaningful change has been an ongoing activity and impressively at the heart of where Britannic is going as an organisation. Their ongoing uptake across our range of Bizvu solutions has been extensive with an increasing user community and functionally rich ecosystem.” Alex Nicoll, Managing Director, Bizvu.