Moat is a major housing association operating in the South East of England, and Nvisage have been working with them since 2010 to develop their website into a self-service platform.
Key to their channel shift strategy is to focus upon the two areas that will make a difference:
Reducing the calls and face to face time spent with customers on:
The key approach is to improve the ability for residents to undertake these two activities as easily as possible online and to up-skill their audience to enable them to feel comfortable to self-serve online.
Whilst many back office systems offer an online offering they universally suffer tfrom the same problems:
We have developed a dedicated resident's area which is a single sign on portal designed entirely around the needs and user experience of the consumer. It is NOT designed around the technology.
Key areas that we are jointly focusing upon with Moat to improve migration from personal to digital automated self-service now are:
If you would like to understand more about how self-service online can help you develop your channel shift strategy call Clinton Porter our Channel Shift Director for a chat.