Empowering tenants and employees to resolve cases quicker and more effectively
Cairn Housing Association, and its subsidiary Ancho, are not-for-profit charities providing quality, affordable homes and services throughout Scotland.
Cairn were trying to tackle tenants’ growing needs to request a service or make a payment, at a time and using a method convenient to them. Disconnected back-office systems were holding Cairn back, and causing their team to use workarounds, which added additional complexity and often resulted in errors or stages being missed.
Their goal was to enable tenants to contact and log an enquiry quickly, using a range of channels, and deal with as many queries as possible at the first point of contact. It was increasingly difficult to maintain seamless customer experience for tenants unless they could introduce a range of digital channels.
Cairn implemented Liberty platform, our all-in-one customer experience suite.
“Since implementing Liberty platform, which has enabled us to build MyCairn, all cases are handled quicker. You can instantly see where a customer is in the journey. Pending cases, if carried over to the next day, can be easily picked up by the next available adviser, who is provided with the full case history and can quickly support them.”
Jenny Thorpe
Senior Adviser, Cairn Housing Association
“The rollout of MyCairn came at a pivotal time for Cairn and our tenants. The pandemic created huge challenges, for our team who were working remotely, but for our tenants too, who faced uncertainty and lockdown restrictions. Never was there a greater need for automation and seamless integration within our processes. The capacity offered by low-code has allowed us to free teams up for more complex decisions and to spend their time on higher-value tasks, such as supporting more vulnerable tenants during their time of need.”
Neil Golightly
Business Services Manager, Cairn Housing Association
The team are now able to segment and identify tenants to tailor services to them via calls, emails and SMS alerts, with the system automatically triggering follow-up contact where necessary.
Frictionless
access across any channel – voice & digital
Flexibility
team can work from anywhere
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efficiency & value for money
Here’s how you can develop apps using a low-code platform that’s a perfect fit for housing providers
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