What we did: App Development, Digital Transformation, Channel Shift
The new native mobile application puts portal power directly in Housing Solutions customers’ pockets! Simple to download and available on Android and iOS, it makes access to digital self-service features even easier for everyone. With built-in attributes such as the ability to safely store login details internally and utilise biometric face and fingerprint recognition, Housing Solutions’ tenants are now able to access the app with just one simple tap.
Tenants can easily check their rent balance and statements, make secure, convenient payments online as well as amend account information, and contact details and find information for housing contacts in an instant. And because the app works in harmony with Housing Solutions’ systems, it can provide real-time data and updates to tenants, meaning you can book and amend repair appointments with ease and diagnose and log repair jobs with photo evidence in just a few short taps.
Richard Harvey, Head of Digital and IS at Housing Solutions
Prodo and Housing Solutions have built a strong relationship over a series of projects, from launching a new website to developing the first version of its customer self-service portal, the beginning of Housing Solutions’ digital transformation was truly beginning to take shape.
Since the portal’s launch in 2017, we've been cultivating a fantastic programme of improvements which has been geared towards driving channel shift, enhancing self-service operations, and delivering excellent customer experiences online.
Always searching for new ways to improve their digital operations and enhance their customer service, Housing Solutions and Prodo have worked on leading-edge solutions over recent years including an AI image recognition tool to identify boilers in properties, and a chatbot tool to support conversational customers service, supporting tenants with their queries 24/7.
A customer portal is a great way to kickstart your digital transformation journey and introduce online experiences to your tenants.
Armed with insight from customers about potential barriers to digital engagement, like remembering login information, and needing to navigate to the portal via browsers, Housing Solutions were keen to boost the user experience even further with a dedicated, native mobile app, making engagement for all customers as easy and frictionless as possible.
Discover more about customer portals, here
A truly invaluable feature of Housing Solutions' new mobile app that is helping to increase overall adoption rates of their digital channels, is push notifications. An automated push can gently remind a tenant their rent is due soon. It can update tenants on a repair they’re currently having done or even notify them preemptively that maintenance work will start in their building next week. No lost letters in the post, no missed calls on their phones, just a quick, simple notification to let them know exactly what’s going on.
Not only does this help to encourage engagement with the app, but it can also increase efficiencies internally. For example, if a tenant reports a communal repair within their building, Housing Solutions can get in touch directly and non-invasively with groups of tenants to update them or inform them of the issue in advance, instead of receiving repeated reports or calls for the same problem.
This dramatically freed up Housing Solutions’ staff to take calls and appointments from more at-risk or vulnerable tenants that really needed to speak to them over the phone or in person.
If you've got a digital project you need support with, Prodo could be the perfect fit for your organisation. We work with every client on an individual basis - so we'd love to chat more about how we can tailor our services to you!
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