Case Study: Livin Housing: Customer Experience Management & Low-Code Platform Implementation
Livin housing was experiencing gaps in their digital toolkit and Meritec worked with the team at Livin Housing to deliver on their Minimum Viable Product (MVP) which included the CXM360 module which integrates to a number of back-office systems.
The Challenge
Livin Housing had identified the need to put customers at the heart of all service design is a priority for them, but due to gaps in the digital toolkit had been unable to mobilise many newly designed, digitally transformed and data-driven customer journeys.
Having carried out a detailed options appraisal from both inside and outside of the social housing sector, Livin decided upon the implementation of a flexible digital Customer Experience platform, to handle and where appropriate automate various customer touch points. Livin Housing needed the ability to react quickly to data and changing customer needs, improving services and developing rapid prototypes to be tested and deployed without a reliance on technical staff.
The Solution
Meritec worked with the team at Livin Housing to deliver on their Minimum Viable Product (MVP) which included the CXM360 module which integrates to a number of back-office systems. The main aim of the MVP process was to reduce the amount of different systems that the Customer Service Agents had to go into in order to respond to tenant queries.
Part of the MVP was to deliver a “golden template” on the low-code digital platform that could then be used for the basis of all future processes. Meritec trained the Livin Housing team on low-code configuration and assisted with the build of the first 10 processes. The Livin team have since developed a further 50+ processes using the low-code configuration feature of the digital platform and continue to grow their library of processes and build further efficiencies into their service delivery across the entire organisation.
Following the implementation project review, Livin were delighted to report a 25% reduction in high volume contacts within the first quarter of implementing the Meritec solution. The efficiencies delivered were further underpinned by a 1 minute reduction in the average call handling time of high volume contacts.
“The implementation of the Meritec digital platform has provided us with the ability to design and mobilise our services to customers, taking a digital first approach. We have built an excellent partnership with Meritec and look forward to seeing what we can achieve in the next phase and beyond. We recognised the importance of partnering with a supplier who shares our customer centric values and used technology to push the boundaries creating digital experiences not typical of a housing association.”
Roslyn Littledyke, Head of Transformation, Livin Housing
Meritec’s View:
Working with team at Livin on this exciting project was a great experience and we were thrilled to see the statistics that showed customer agent call handling times were greatly reduced in the first quarter data review. Furthermore, it was very satisfying to see how quickly the team were able to develop their own processes and workflows on the low code element of the digital platform – this really highlighted how much value and cost savings our solutions can bring to organisations.
“Keep doing what you are doing! Great team, great approach - approachable, professional and technically capable. Nothing is too much trouble. Looking forward to what we can achieve with the new platform as we progress into phase two.”
Anna Bainbridge, Digital Transformation Manager, Livin Housing