Empowering Effective Tenant Communication

How ForHousing transformed effective tenant engagement and efficiency with Liberty Converse

Effective Tenant Communication

The challenge

ForHousing own and manage more than 20,000 homes across the North-west and manage an additional 6,000 properties for a neighbouring local authority, aiming to positively impact the lives of their social housing tenants by delivering on what matters to them and their communities.

ForHousing were trying to move all their on-premises solutions to the cloud and replace their service edge solution (security services solution that protects access to applications, data and corporate resources) so they explored the options to find what would best suit their needs. Their existing contact centre software enabled responses to tenants’ calls, emails and offered a chatbot, but it was somewhat disjointed system that suffered from regular downtime and performance issues.

Contact centre software to improve tenant engagement

ForHousing opted for Liberty Converse, our omnichannel contact centre solution, finding it offered all the functionality and stability that they were looking for.

“Liberty Converse has enabled us to make the big jump forward that we were aiming for. It’s given us greater flexibility and freed us from the limitations of desk phones. The biggest advantage has been the ability to integrate with our CRM – meaning that everything is now centralised and works together more smoothly.”

Michael Beagin

Operations Support Officer, ForHousing

The solution

“We’ve certainly achieved efficiency savings, but that was never our main goal. Our priorities were ensuring system reliability, resolving the frequent downtime or maintenance issues we faced in the past, and creating a more joined-up experience for both our tenants and our team.”

Michael Beagin

Operations Support Officer, ForHousing

The result

  • Use of smart chatbots to triage and assist tenants with simple questions, and hand off to advisers for complicated queries
  • Contextually relevant information on a tenant available on one screen – improving adviser experience as well as enabling a smoother tenant journey
  • Reduction in complaints around communication – plus enhanced call and screen recording has assisted with resolution and training
  • Liberty Converse enabled integration with their CRM system (Aereon)
  • Cloud deployment has enabled savings on maintenance and hardware, enhanced security and improved accessibility, collaboration and scalability for the housing association
  • Confidence in being fully compliant with all regulations
  • Increased integration with the CRM has enabled more advanced reporting, ensuring that feedback and insights are shared across the organisation, uncovering the key drivers of contact and identifying signs of tenant dissatisfaction, leading to a clearer understanding of issues
  • ForHousing can provide a more informed service, improving tenant engagement.
Ensuring seamless communication with tenants

By implementing Liberty Converse, ForHousing has successfully transformed its contact centre operations, achieving greater flexibility, improved efficiency and enhanced tenant engagement. Ultimately, this transformation has not only improved operational performance but also strengthened the overall tenant experience, positioning ForHousing to better meet the evolving needs of its communities.

Impact

Chatbot

to efficiently handle simple tenant enquiries

1 screen view

showing all contextually relevant details

Zero downtime

with Liberty Converse

Next-generation AI-powered cloud contact centre solution

Create employee and customer experiences that connect data, systems, teams and communication channels. Bring customer-facing teams together in a single workspace, streamline routing, and remove silos within the agent experience.

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