Not-for-profit Scottish organisation partners with technology provider Netcall to improve service delivery, using social media analysis and engagement capabilities for the first time
Cairn Housing Association is to overhaul the way it interacts with customers, using Netcall’s customer engagement suite to engage via email, SMS messaging, web chat and social media.
Using these new channels, Cairn aims to be a leader in service delivery in the housing sector. The new five-year agreement will see the organisation’s entire end-to-end customer engagement process managed over Netcall’s Liberty platform.
Cairn provides affordable housing services to communities throughout Scotland. It manages almost 3500 homes with area offices in Edinburgh, Inverness, Glasgow, Coatbridge and Caithness.
Like other organisations in the social housing sector, Cairn faces significant challenges due to reductions in Government funding, radical welfare reform and uncertainty in the wider economy. However, it is committed to providing quality services and delivering customer excellence. To achieve this, Cairn will ensure that all staff are equipped with the skills and resources to deliver the services expected by its customers.
Partnering with Netcall, Cairn’s primary goal is to ensure that customers are able to speak to a member of its team quickly and that as many queries as possible are dealt with at the point of contact by employing measurable First Contact Resolution techniques. Using Netcall’s Liberty platform to integrate intelligence about each customer, Cairn will ensure that any member of staff dealing with an enquiry has all relevant information at their disposal. The technology will also simplify the way customer interactions are managed, making responses faster and more efficient.
Jason MacGilp, chief executive, Cairn Housing Association, commented: “Cairn is on a journey towards customer service excellence and our contact centre solution is a key part of that journey. We are very pleased to be working with Netcall on this strategic project. Our clear aim is that customers can contact us, with absolute confidence, in whatever way is most convenient to them, and to have their enquiry or service request dealt with minimum effort on their part. We’re also really excited about the possibilities of mobile working and self-service in the future.
“We anticipate that our new contact centre and partnership with Netcall is going to revolutionise Cairn’s approach to customer service. This ambitious approach to managing our relationships with customers will increase customer satisfaction and our efficiency, which will allow frontline members of staff more time to get out into the community delivering services.”
The comprehensive functionality contained in the Netcall Liberty platform will enable Cairn to implement remote working, so people can work from the most appropriate location and business continuity is maintained in the event of severe weather or other unexpected events. When carrying out home visits, representatives will be able to resolve customer queries via mobile devices and use reminder technology to reduce the amount of missed appointments.
Richard Farrell, CTO, Netcall commented: “In partnering with Netcall, we are confident Cairn Housing Association will have all the tools it requires to meet the evolving needs of its customers. Our approach has been proven to dramatically improve the customer experience. It supports the journey to multichannel customer engagement and optimises business performance with cutting-edge software and process management capabilities.”
With over 700 customers, across the public, health and private sector, Netcall has a strong track record of working with organisations to transform customer engagement, increasing satisfaction by improving response times. Over 35 public sector organisations in Scotland are already Netcall customers. The National Housing Association now has 72% of its inbound calls answered by Netcall’s ContactPortal solution, saving staff valuable time for other important tasks.