Wheatley Group increased efficiency and reduced end-to-end processing time

Opportunity

As Scotland’s leading housing, care, and community regeneration group, Wheatley Group provides homes and services to over 120,000 people in central Scotland under brands such as Glasgow Housing Association, Cube Housing Association, Dundedin Canmore, Loretto Housing Association, West Lothian Housing Partnership, Your Place Property Management, and Lowther Homes. Eager to expand to include even more partner and subsidiary organisations, Wheatley Group needed a customer engagement platform to effectively support its ambitious growth strategy.

Wheatley Group fields multiple inquiry types related to payments, repairs, complaints and compliments, applications, and more within its customer service operations. To properly serve its customers, the group sought a solution that would enable the provision of consistent service across a number of channels, including phone, field offices, email, white mail, web, mobile,and SMS. Additionally, the group was looking for a way to consolidate multiple legacy applications used by its employees to resolve issues.

With customers contacting Wheatley Group for a variety of reasons, for everything from complex repairs to more straightforward housing inquiries, processes for each case type have been mapped to provide the appropriate data capture scripts and integration to the necessary back-end systems. Using Verint, Wheatley Group can then leverage the case types to help ensure a consistent experience and quality of service across employees and communication channels.

In addition to customer inquiries and requests being handled by customer service representatives within its contact centre, Wheatley Group also implemented Verint Web Self-Service.

With this solution, the group’s customers see a site branded to the specific organisation or subsidiary they are working with, and can go online via a personal computer or mobile device to ask questions, as well as request or view the status of cases and repairs.

Dozens of contact centre processes have been deployed using Verint Web Self-Service, enabling Wheatley Group customers to complete many tasks from end-to-end without needing to contact the group’s customer service for help.