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Overview

Our client, PA Housing, a registered provider of social housing with 23,000 properties across the Midlands and South East, have been investigating how they can deploy automation
and digital transformation to their business process. The Income Team engaged with Integrity Connect to review the way Arrears letters were being produced, as these low volume mailings were taking up a disproportionate amount of staff time to produce. The challenges presented by the COVID-19 lockdown, with increasing numbers of staff having to work remotely, was exacerbating the problem. Staff productivity was adversely affected and there was an urgent requirement to simplify a complex workflow.

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Working with Integrity has really opened our eyes to just how much opportunity there is to improve our document workflows and to improve the customer experience. We are now looking at bringing additional letter streams into scope as we can see the significant benefits of automation. I would strongly recommend my peers to engage with Integrity Connect to deliver significant process improvement.

– Katherine Hiscock, Income Services and Analytics Manager

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