Nintex Workflow helps reduce dispatch error rate to below three percent
Home Group is a social enterprise and charity in the U.K. that provides social services and private housing to tens of thousands of tenants and prospective property owners in England, Scotland and Wales. They service more than 120,000 customers and also provide housing-based support programs.
When something goes wrong, tenants call Home Group who then schedules a visit from maintenance vendors. This dispatch process increased mistakes and sometimes caused double-scheduling. Home Group knew they needed to develop a better process to reduce errors that caused repeat repair visits to tenant homes.
Knowledge management for faster, more accurate work
Based on the recommendation of IT partner Technology Services Group, Home Group built a knowledge management solution with Nintex. Because the information is all in one place, it is easier to find. And, advisors not only save time, but their work is more accurate because relevant details are up to date.
With the new system, training has gone from one month to 10 days. Home Group’s Information Systems department answers business questions faster and more efficiently than ever before. It used to take a month to get a new customer service operative trained and able to take calls. Now anyone in the call center can address questions.
There has also been a reduction in second visits to address problems. The new automated approach provides more details for contractors and has resulted in an improved first time dispatch accuracy, with the error rate now below three percent.
The knowledge management solution is proving hugely beneficial, saving Home Group money and time in training up the call handlers. Our ability to get an issue resolved first time has improved, reducing the risk of having to revisit properties. It has also received great feedback from customers and enhanced customer satisfaction."