Digitizing the customer journey for a large not-for-Profit Housing Association
Overview.
Client is one of the UKs largest non-profit providers of housing and community services, who have been operating for over 150 years. The client pride themselves on developing and delivering modern services, building and maintaining the best quality developments, working with local communities and building long-term partnerships, and growing and using their position of influence to create positive change.
Client was looking at building customer and colleague self service capability for raising repairs, service accounts, managing account and making payments. Current customer services were completely contact center based on legacy technology leading to long wait times and high operational costs for the client.
Solution.
Coforge team collaborated with business stakeholders, IT teams and iteratively delivered self-service digital channel for customers and colleagues.
Scope included requirement analysis, architecture, design, build, end-end testing, release, environment and implementation management
Analysis of the platform, application architecture and delivery processes alignment with business needs was carried out.
Workshops to do domain modeling, User Journey and service identification
Coforge re-architected the back-end system to an event driven micro-services architecture hosted on Azure cloud.
Created rules engine using Azure Drools for automatic service request allocations to contractors/vendors
Asynchronous integrations with 3rd party systems
Delivered 40+ APIs and WCAG 2 compliant web application
The Impact.
Better customer experience (to achieve high CSR)
Reduce workload by moving customers to self-service channels
Have 360-degree view of repairs, customers, cases and assets to their employees.
