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Nintex's IoT Solution Streamlines Home Group's Repair Process and Reduces Costs
Applicable Industries
- Buildings
- Education
Applicable Functions
- Maintenance
- Sales & Marketing
Use Cases
- Personnel Tracking & Monitoring
- Time Sensitive Networking
Services
- System Integration
- Training
The Challenge
Home Group, a UK-based social enterprise and charity, was facing inefficiencies within its call center processes. Non-specialist staff were at risk of sending incorrect information to customers, leading to unnecessary repair visits. The training time for new employees was also ineffective and relied heavily on face-to-face meetings. The organization was struggling with managing the logistics of servicing over 120,000 customers and dealing with over 24,000 repair calls every month. The lack of a standardized and efficient system led to multiple visits from maintenance vendors, even when there was nothing to be fixed, resulting in unnecessary costs.
About The Customer
Home Group is a social enterprise and charity founded in the 1930s by an act of parliament in the United Kingdom. The organization provides both social services and private housing to tens of thousands of tenants and prospective property owners in England, Scotland, and Wales. They service over 120,000 customers and also provide housing-based support programs that provide one-on-one care for people dealing with issues related to alcohol, drugs, and domestic violence. The ultimate goal of Home Group is to utilize their housing stock to help people who need help and open doors to happier and healthier lives. They receive over 24,000 repair calls every month from their tenants.
The Solution
Home Group partnered with Technology Services Group (TSG) to develop a knowledge management system using SharePoint Online and Nintex Form and Nintex Workflow. The solution involved workflows that collected information into a searchable hub with automated process steps. When a customer call came in, the call center staff collected information onto Nintex Forms, which kick-started a workflow. The workflow guided the staff member through a series of questions, leading them to the correct solution. All reports were logged for future use. The new system reduced the training time for new employees from one month to 10 days, focusing on customer service basics and conversation skills. The solution was easily configured to meet business needs, maintain security in SharePoint, and provide faster and more efficient responses to business questions.
Operational Impact
Quantitative Benefit
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