Channel Shift strategy case study

Channel shift in the social housing sector

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:

  1. dealing with rent payments and issues
  2. dealing with issues around reporting repairs

The approach

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:

  1. as this is a bolt on rather than integrated into a web experience it is invariably a poor quality user experience
  2. it is not designed for multiple on-line devices such as mobile
  3. it does not enable single sign on with a range of other applications and processes

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:

  1. making the sign-on and sign-in process as simple as possible to reduce the barriers to entry
  2. teaching the audiences of moat how to use the digital channels and providing access to the website via mobile devices such as tablets where they do not have access

If you would like to understand more about how self-service online can help you develop your channel shift strategy call us for a chat.