Last week, we were delighted to speak at a special social housing roundtable, providing expert advice and knowledge around digital transformation.
Our Customer Solutions Director, Jon Portlock was a key speaker during Insider Media’s digital and social housing roundtable. Drawing on his 20 years’ experience in the technology sector, Jon has been instrumental in enabling social housing organisations to unlock their full digital potential through Cloud Platforms, Modern Workplace, Connectivity and Security.
The roundtable saw Jon joined by other leading social housing organisations to discuss the opportunities being brought to the social and affordable housing sector by digitisation. They provided insight and knowledge into how housing associations can overcome key challenges through digital transformation.
During the roundtable, Jon discussed how an omni-channel system can benefit tenants.
“The retail industry coined the phrase omni-channel, where systems move customers to the appropriate channel. For example, you could ask a chat function something basic like ‘when are you open?’, but if that you ask a more complex question that the system can’t handle it should be intelligent enough to put you straight through to somebody relevant.
“The hardest part, however, is then to unite the back end so the organisation has a single view of the customer and can treat them as an individual with individual needs, say a disability, or with cultural requirements. That’s the point when, as a housing organisation, you transform yourself from a business using digital into a true customer-centric organisation.”
If you wish to gain further insight around social housing and digitalisation, you can read the full article here: Digital and Social Housing Roundtable (insidermedia.com)