Customer Journey Simplified
Blackwood has committed to investing more than £150,000 over the next three years in a new state-of-the-art contact management system, which includes a new dedicated customer service centre, designed to make life easier for tenants and their families across Scotland when seeking information and advice.
The new, single-point-of-contact system was introduced in October and will make it easier for customers to get enquiries dealt with at the first point of contact by a team of specially trained advisors, who understands our customers’ needs and requirements and can solve customers’ problems and concerns.
Increase Customer Satisfaction
Throughout Scotland, Blackwood operates more than 1,700 properties. Previously tenants, relatives and people interested in Blackwood’s services phoned individual sites or regional offices, but the new system will increase efficiency and customer satisfaction.
The introduction of the new system and team was led by Doug Moyes, Director of Customer Service, who says the changes have already made a positive impact on the lives of customers and their families over the past few months.
Doug said: “This has already started to make a world of difference for both our customers and our staff.
We have listened to our customers and based on their feedback we have made these changes to our customer service model that will improve the experience for anyone contacting us; it will simplify the customer journey
“By making this significant investment in hardware, software and in improving our people skills, we are making the process of contacting Blackwood more straightforward for customers.
“For our tenants it means any housing queries will be answered first time, whether they want to talk with someone about their tenancy, report a repair or discuss care services.”
Leader in Independent Living
Blackwood is renowned as the leader in helping people to live as independently and has been a sector leader in deploying assistive technology. Meanwhile its Blackwood House model is seen as the benchmark for independent living properties.
As part of an ambitious vision to provide easier access to properties, Blackwood hopes to build 400 more of them across Scotland by 2027, while also growing its proprietary 24-7 responder service.
To grow our operation the way we want to, it is important that we also raise our customer satisfaction levels and this is an important and significant step toward that.
Following the installation of a high-tech new telephone system, the changes also connect software which allows customer service staff to instantly view important information about callers, including tenancy details and tenant preferences. It also provides staff with access to property management information, including records of works and scheduled maintenance.
Dedicated Customer Service Team
The entire system will be underpinned by a dedicated customer service team, who will be specially-trained in handling a wide range of issues and enquiries.
Our customer service approach will offer a range of flexible communication methods and other improvements to the customer journey over the coming years, including additional contact methods such as Facebook, email, text message and WhatsApp.
CleverCogs System
Among Blackwood’s technology focused achievements is its CleverCogs system, which links users to services such as care, health, local information and entertainment, and provides video access to family and friends.
All tenants are offered a tablet device, supported by access to WiFi, CleverCogs and digital coaches to increase digital inclusion. CleverCogs will remain the quickest and most effective way for them to access and view their rent accounts, make rent payment or arrange non-urgent repairs.