Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Similar to Customer Experience Presentation
Similar to Customer Experience Presentation (20)
Recently uploaded
Recently uploaded (20)
Customer Experience Presentation
- 1. Operate Paul Warburton, Director of Property Operations
- 3. Why We will create a fit for purpose operating model, for the management of all stock that provides an optimum service to customers and reduces the direct management costs. Developing the digital solution creates opportunities to centralise, streamline and automate services.
- 4. Tenancy agreement Digital sign up Field Office TechnologyrepairsRent & charges What
- 5. Impact We have changed our operating model as we become a progressive housing provider, delivering a mix of social and commercial products. Digital Platform Income & Money Advice Asset Commercial Lettings Property Management In House Contractor Local Delivery Team Your Response Shared Support Services ICT HR Finance & Treasury Procurement HQ Function Business Partners / Investors
- 6. Customer Experience • Consistent service – simplified agreements • Convenience – from home, mobile, 24/7 • Another channel for customer-landlord interaction • Increased visibility for customers around repairs and maintenance • Digital experience for the customer • Value for money – channel more resource into building more homes and improving existing properties • More agile staff – increased visibility of staff
- 7. Impact to YHG Efficiencies in the process £1.4m per year Office Rationalisation £1.1m per year Redefine the service offer resulting in a better customer experience
- 8. The operate project will build a digital solution that will enable customers to transact with the group online and provide staff with a single view of customer transactions. Next Steps
- 9. Next Steps Build a picture of our customer base: wants and needs Segment and target existing customers for improved service Create profiles of new customers Targeted marketing
- 10. Paul Warburton Director of Property Operations Paul.Warburton@yourhousinggroup.co.uk 07770 874335 Thank you
Editor's Notes
- Our digital customer platform will be the most comprehensive landlord-tenant management system in the UK, capable of handling all transactions and supporting our customers. Customers can apply for properties, complete sign up, make a payment to their rent account (and an advance payment when signing up if required), view their transaction history and report a repair. Customers can also access our Help and Advice section, a comprehensive library covering all aspects of living in a YHG property.
- Office consolidation. Tenancy harmonisation – more than 80 different T&Cs into one (50% target reached in six months). In-house repairs for more control, responsive service. Mobile technology that breaks down geographic barriers and provides more responsible, agile working.
- The new model will enable us to better manage our assets within the housing sector’s increasingly commercial environment. The approach will mean we can respond and flex to meet the future needs of the business in a scalable way as our asset base shifts. The introduction and development of our digital products will enhance our relationships with customers, making interaction an efficient, personalised and effortless experience.