Cairn Housing Association provides affordable housing services to communities throughout Scotland. Like many social housing organisations, Cairn must meet rising customer expectations. However, restricted Government funding and welfare reforms poses challenges.
Cairn is committed to providing quality services to their customers. But they wanted to overhaul the way in which they interact with them. The goal was to create a single view of each customer's information. Streamlining this information enables a more personalised approach, improving the customer experience.
Cairn chose Netcall's Customer Experience Manager (CXM) solution. CXM unifies data from front and back office systems into a 360° view of every customer. This means any member of staff dealing with an enquiry has all relevant information at their disposal. This allows them to offer a personalised experience to everyone.
“Since working with Netcall's solutions, we have greater visibility of processes and transparency on performance. New workflows enable us to resolve customer contacts faster. We hope the CXM application will help us to work even more flexibly.”
Fin Smith, Head of Business Improvement, Cairn Housing Association.
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