Intranet Innovation Awards 2014 Gold Winner Accolade / Embrace SBS / Umbrella
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Transcript of Intranet Innovation Awards 2014 Gold Winner Accolade / Embrace SBS / Umbrella
SOCIAL INTRANET IN THEPRIMARY PROCESS
Agenda
1. About Accolade
2. Ambitions and Challenges
3. Our approach
4. Our Social intranet
1. ABOUT ACCOLADE
Housing in 5 towns
About 40.000 customers
17.000 rental houses
200 employees
2. AMBITIONS AND CHALLENGES
The challenge:
1. Housing sector under pressure
2. Ambition to uphold our vision: ‘helemaal je eigen plek’ And to still meet our customer’s wishes
This requires a shift in the organisation of customer service
3. OUR APPROACH
Optimalising our services in 3 steps:
1. Setting up a new Customer service centre tomanage customer contacts from allcommunication channels
2. Connecting the Customer service centreefficiently within the organisation
3. Connecting the customer with the organisation
Step 1 – Setting up the Customer service centre
1. Converting 5 housing offices with respective maintenance departments to a single Customer service centre
2. Establishing software for omni-channel customer contact
3. 80% of cases resolved in front office
4. Start online customer services
Completed December 2012
Step 1 – Results 2013Number of contact moments: 60.000
Number of online transactions: 7.000
Number of tasks sent to back office: 13.000 (21%)
Step 2 – Connecting the Customer service centre within the organisation
1. Establish software that hands out assignments when others people’s input was needed.
2. No bureaucracy, but in line with our values:Entrepreneurship, responsibility, cooperation, appeal, transparency
Step 2 - Social intranet
Accolade wasn’t looking for a social intranet, but:
1. Traditional workflow or Task-basedapproach software did not fit our values andambitions
2. A social intranet linked to Customer service centre-software turned out to be the idealsolution
Completed May 2014
Stap 3 – Connecting customers with the organisation
1. Continuous process optimalisation,supported by reports to provide insights foreveryone
2. Connecting the Customer Portal to the social intranet
Scheduled for early 2015
Step 3 - Overview
4. OUR SOCIAL INTRANET
4b. CASE: CANCELLING RENT
ANY QUESTIONS?