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Knowledge management solution for Home Group

The company

Home Group is one of the UK's biggest housing associations, with a mission 'to build homes, independence and aspirations'.

The organisation has a turnover of over £360m, of which all surplus is re-invested into the things that matter to its customers including repairs, improvements and building more homes.

The social enterprise and charity is also one of the UK’s largest providers of new homes and houses for affordable rent. In addition to this, the organisation provides long-term integrated housing, health and social care services.

The challenge

With Home Group's customer service centre dealing with over 24,000 repair calls from its 120,000 customers each month, the housing association needed a solution to reduce the risk of non-specialist operators providing incorrect information to customers and subsequently causing unnecessary repair visits.

The solution

TSG worked with Home Group to configure a cloud-based solution on Office 365, before migrating the system across to SharePoint to deliver in line with Home Group's preferred on-premise IT strategy.

The solution amalgamates the power of both SharePoint and Nintex, designed with advanced workflow and a series of dynamic forms to assist Home Group's call centre operators through customer queries.

The operator is guided through a series of questions, allowing them to successfully capture all of the necessary information from the customer that is required to act appropriately to the enquiry. This approach ensures increased accuracy of information both given and received, and the results Home Group have seen since implementation reflect this.

Home Group saved £220,000 within the first year of implementation, with the error rate in on-site epair visits reduced to less than 3%. New employee training was also reduced from a month to ten 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.

“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