The challenge
Cairn Housing Association, and its subsidiary Ancho, are not-for-profit charities providing quality, affordable homes and services throughout Scotland.
A new level of demand
Cairn were trying to tackle tenants’ growing needs to request a service or make a payment, at a time and using a method convenient to them. Disconnected back-office systems were holding Cairn back, and causing their team to use workarounds, which added additional complexity and often resulted in errors or stages being missed.
Their goal was to enable tenants to contact and log an enquiry quickly, using a range of channels, and deal with as many queries as possible at the first point of contact. It was increasingly difficult to maintain seamless customer experience for tenants unless they could introduce a range of digital channels.
Cairn implemented the Liberty Platform, our all-in-one customer experience suite.
“Since implementing the Liberty platform, which has enabled us to build MyCairn, all cases are handled quicker. You can instantly see where a customer is in the journey. Pending cases, if carried over to the next day, can be easily picked up by the next available advisor, who is provided with the full case history and can quickly support them.”
Jenny Thorpe
Senior Advisor, Cairn Housing Association