VIVID reaches milestone in its transformation programme to improve customer experience
Improving ways to get in touch
VIVID, a leading provider of affordable homes in the south of England, is transforming its services to be more digitally enabled and accessible for its customers.
It's one of the first organisations in the UK to use Microsoft Digital Contact Centre Platform (DCCP), providing a seamless, consistent and more impactful customer experience, no matter what channel the customer’s using. Working in partnership with Microsoft and Techlabs it has successfully delivered a solution the meets customer needs and achieves its digital transformation objectives.
Customers have access to a responsive, modern online account and improved ways to get in touch, including website chat and WhatsApp.
Fiona Harris, Chief Information and Data Officer at VIVID, said: “We were told they wanted it to be easier to get in touch and we’re determined to meet these expectations. Everyday life can get busy; we know it’s important for our customers to be able to access services 24/7. With the new online account, customers can raise cases and repairs, find important documents regarding their tenancy, and access a host of useful information anywhere, at any time. When they do need to get in touch, we want to ensure they have a good experience: short wait times for calls or chats to be answered and a quick resolution of queries. Since launching last year, we’ve seen call wait times halved.”
With customers able to self-serve via the online account, VIVID has seen more than 40% reduction in calls to their customer experience team. This has been aided by the new help section on the website, where customers can find answers to many common queries without needing to get in touch.
The drive is to support and encourage customers to register for the new online account. VIVID has seen a significant increase in both customer registrations and logins since its launch.
Fiona added: “We’re just at the start of this journey. We still have many exciting features to add to the online account and website, as well as improvements to our ways of working. Our goal is to become more efficient as an organisation and make it easier for our customers to get answers to queries simply and quickly.”
We’re just at the start of this journey. We still have many exciting features to add to the online account and website, as well as improvements to our ways of working. Our goal is to become more efficient as an organisation and make it easier for our customers to get answers to queries simply and quickly.
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