Home Group improves customer experiences with Nintex

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.

Nintex Workflow helps reduce dispatch error rate to below three percent at Home Group
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Products used by Home Group
Home Group is a social enterprise and charity in the U.K. that provides both social services and private housing to tens of thousands of tenants and prospective property owners.

Business Situation

Inefficiencies within the call centre’s processes meant that non-specialist staff created the risk of sending misinformation to customers and causing unnecessary repair visits. Additionally, training time was not as effective as it could have been and relied upon face-to-face meetings.

Solution

Nintex Workflow collects information into a searchable hub with automated process steps. This provided a reduced number of incorrect repair orders, so more repairs were handled on the first occasion.

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.

Benefits

Save Money
On course to save £220,000 in the first year alone
Error rate in service call dispatch reduced to less than 3%
Error rate in service call dispatch reduced to less than 3%
New employee training reduced from 1 month to 10 days
New employee training reduced from 1 month to 10 days
On course to save £220,000 in the first year alone

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."

Donna Middleton, Home Group,director of customer experience