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We are incredibly proud to announce that our intranet solution for social housing office Accolade (together with CRM-vendor Umbrella) has been awarded with the gold prize at the Intranet Innovation Awards 2014. The Intranet Innovation Awards are held by Step Two Designs, a recognized global thought-leader in intranet strategy and design. This global award celebrates new ideas and innovative approaches to the enhancement and delivery of intranets. We are the only Dutch entry to be recognized in this year’s awards. The awards are judged by an international panel of intranet experts.
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SOCIAL INTRANET IN THEPRIMARY PROCESS
Agenda
1. About Accolade
2. Ambitions and Challenges
3. Our approach
4. Our Social intranet
1. ABOUT ACCOLADE
Housing in 5 towns
About 40.000 customers
17.000 rental houses
200 employees
2. AMBITIONS AND CHALLENGES
The challenge:
1. Housing sector under pressure
2. Ambition to uphold our vision: ‘helemaal je eigen plek’ And to still meet our customer’s wishes
This requires a shift in the organisation of customer service
3. OUR APPROACH
Optimalising our services in 3 steps:
1. Setting up a new Customer service centre tomanage customer contacts from allcommunication channels
2. Connecting the Customer service centreefficiently within the organisation
3. Connecting the customer with the organisation
Step 1 – Setting up the Customer service centre
1. Converting 5 housing offices with respective maintenance departments to a single Customer service centre
2. Establishing software for omni-channel customer contact
3. 80% of cases resolved in front office
4. Start online customer services
Completed December 2012
Step 1 – Results 2013Number of contact moments: 60.000
Number of online transactions: 7.000
Number of tasks sent to back office: 13.000 (21%)
Step 2 – Connecting the Customer service centre within the organisation
1. Establish software that hands out assignments when others people’s input was needed.
2. No bureaucracy, but in line with our values:Entrepreneurship, responsibility, cooperation, appeal, transparency
Step 2 - Social intranet
Accolade wasn’t looking for a social intranet, but:
1. Traditional workflow or Task-basedapproach software did not fit our values andambitions
2. A social intranet linked to Customer service centre-software turned out to be the idealsolution
Completed May 2014
Stap 3 – Connecting customers with the organisation
1. Continuous process optimalisation,supported by reports to provide insights foreveryone
2. Connecting the Customer Portal to the social intranet
Scheduled for early 2015
Step 3 - Overview
4. OUR SOCIAL INTRANET
4b. CASE: CANCELLING RENT
ANY QUESTIONS?
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