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Intranet Innovation Awards 2014 Gold Winner Accolade / Embrace SBS / Umbrella

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We are incredibly proud to announce that our intranet solution for social housing office Accolade (together with CRM-vendor Umbrella) has been awarded with the gold prize at the Intranet Innovation Awards 2014. The Intranet Innovation Awards are held by Step Two Designs, a recognized global thought-leader in intranet strategy and design.

This global award celebrates new ideas and innovative approaches to the enhancement and delivery of intranets. We are the only Dutch entry to be recognized in this year’s awards. The awards are judged by an international panel of intranet experts.

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Intranet Innovation Awards 2014 Gold Winner Accolade / Embrace SBS / Umbrella

  1. 1. SOCIAL INTRANET IN THE PRIMARY PROCESS
  2. 2. Agenda 1. About Accolade 2. Ambitions and Challenges 3. Our approach 4. Our Social intranet
  3. 3. 1. ABOUT ACCOLADE
  4. 4. Housing in 5 towns About 40.000 customers 17.000 rental houses 200 employees
  5. 5. 2. AMBITIONS AND CHALLENGES
  6. 6. The challenge: 1. Housing sector under pressure 2. Ambition to uphold our vision: ‘helemaal je eigen plek’ And to still meet our customer’s wishes This requires a shift in the organisation of customer service
  7. 7. 3. OUR APPROACH
  8. 8. Optimalising our services in 3 steps: 1. Setting up a new Customer service centre to manage customer contacts from all communication channels 2. Connecting the Customer service centre efficiently within the organisation 3. Connecting the customer with the organisation
  9. 9. Step 1 – Setting up the Customer service centre 1. Converting 5 housing offices with respective maintenance departments to a single Customer service centre 2. Establishing software for omni-channel customer contact 3. 80% of cases resolved in front office 4. Start online customer services Completed December 2012
  10. 10. Step 1 – Results 2013 Number of contact moments: 60.000 Number of online transactions: 7.000 Number of tasks sent to back office: 13.000 (21%)
  11. 11. Step 2 – Connecting the Customer service centre within the organisation 1. Establish software that hands out assignments when others people’s input was needed. 2. No bureaucracy, but in line with our values: Entrepreneurship, responsibility, cooperation, appeal, transparency
  12. 12. Step 2 - Social intranet Accolade wasn’t looking for a social intranet, but: 1. Traditional workflow or Task-based approach software did not fit our values and ambitions 2. A social intranet linked to Customer service centre-software turned out to be the ideal solution Completed May 2014
  13. 13. Stap 3 – Connecting customers with the organisation 1. Continuous process optimalisation, supported by reports to provide insights for everyone 2. Connecting the Customer Portal to the social intranet Scheduled for early 2015
  14. 14. Step 3 - Overview
  15. 15. 4. OUR SOCIAL INTRANET
  16. 16. 4b. CASE: CANCELLING RENT
  17. 17. ANY QUESTIONS?

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