Our client is the largest provider of not-for-profit housing and care for older people in England, providing homes for more than 29,000 people. They offer purpose built retirement properties and specialist care homes at over 1,000 locations across the country. From affordable housing for rent to luxury leasehold apartments, their retirement housing is designed to offer security, independence and peace of mind. The client recognised that high quality written communication played an important part in delivering the required level of customer experience to their tenants. However the internal letter production process was time consuming and labour intensive, diverting colleagues away from dealing with customer enquiries. Valuable resource was being used to fulfil mundane but essential tasks and the lost productivity was impacting on their team’s ability to meet customer service targets.
Working with Integrity has allowed us to automate previously complex tasks and enabled contact centre staff to focus their time on meeting tenant needs.
– Tracey L, Contact Centre Manager