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Knowledge management solution for Home Group

Business profile

Home Group was founded in the 1930s by an Act of Parliament. The social enterprise is a charity dedicated to providing private housing and social services to thousands of occupants and potential property owners within the UK.

The challenge 

With its call centres receiving more than 24,000 repair calls each month, Home Group needed a solution to reduce the risk of non-specialist staff sending misinformation to customers and causing unnecessary repair visits.

“The knowledge management solution is proving hugely beneficial, saving Home Group money and time in training up the call handlers. Our ability to get an issue resolved first time has improved, reducing the risk of having to revisit properties. It has also received great feedback from customers and enhanced customer satisfaction”

- Donna, Director of Customer Experience, Home Group

The solution 

Using a powerful combination of SharePoint and Nintex, TSG built a series of dynamic forms to guide the call centre operators through a selection of questions. This ensured more accurate information was provided by Home Group tenants.

The Results 

Home Group saved £220,000 within the first year of implementation, with the error rate in service call dispatch reduced to less than 3%. New employee training was also reduced from one month to 10 days.
The knowledge management solution built for Home Group was not only acclaimed by Nintex in its global partner awards, but also resulted in success for Home Group’s customer services team at the National Contact Centre Awards.