Netcall for Housing Associations

Helping transform the tenant journey

Supporting your vital role in building communities for over 20 years. Helping our customers to manage over 750,000 properties to deliver a streamlined tenant and team experience.

Self-service portals

From entertainment to retail, the pandemic has helped many customers to rapidly embrace self-service. Tenants who may have had limited digital experience are now comfortable using digital for everything. They expect to be able to self-serve with requests to their housing association, too. But moving your services to self-service is time-consuming and complicated, right? Actually no.

Handling routine tasks through self-service portals is easy. And it’s a more effective way of helping tenants get the accurate and prompt answers they need. And you’ll free agents to handle more sensitive and personal matters.

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Agent’s workplaces are changing too
At the same time, agents’ roles and lives are evolving. They need the same full access to support systems whether they work from the office or home. Our solutions are designed to save agents time and put them in control.

The screen pop feature on conversations gives agents much more information. And they can view the history on self-service actions and see each step a customer took. They are empowered from the start of any one-to-one interaction.

The time taken on each enquiry is reduced and repetition is removed too. And opportunities for first contact resolution improve, effortlessly.
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Good self-service giving choice and guidance
Our portal allows you to make it easy for customers to achieve their goals. For example, you may wish to have a secure log-in for sensitive transactions such as credit control or payments, while you could choose to allow quick reporting for repairs or graffiti, without the need for the same level of security.

Our smart Bot Studio is available to help tenants to achieve their goals while on your website. The intelligent questions guide them to the right pages or to route customers to the agent with the right skills.

Co-browsing is a handy way for an agent to walk a tenant through a complex process and teach as they go. This ‘tutorial support’ means tenants are better equipped and have an easier experience the next time they need the service.
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See how one of our customers build a self-service portal

See how Cairn Housing Group designed and built a new online portal for its tenants called MyCairn.