Netcall > Case Studies > Agile Case Management: Transforming Tenant Experience with Single Case Management Solution

Agile Case Management: Transforming Tenant Experience with Single Case Management Solution

Technology Category

Analytics & Modeling - Real Time Analytics
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Buildings
Cement

Applicable Functions

Product Research & Development

Use Cases

Inventory Management
Personnel Tracking & Monitoring

About The Customer

Valleys to Coast (V2C) is a housing provider that manages over 6,000 homes across South Wales. The organization is committed to transforming the tenant experience and improving service delivery. However, it was held back by interoperability issues with its legacy systems, which led to data duplication, poor reporting, and inefficiencies in case management. The customer service staff was overstretched and demotivated due to the constant need to follow up with internal teams and manage tenant experiences. The shift to remote work further complicated the situation.

The Challenge

Valleys to Coast (V2C), a housing provider managing over 6,000 homes across South Wales, was facing significant challenges with its legacy systems. The lack of interoperability between two housing management systems resulted in poor visibility of cases, leading to data duplication and inadequate reporting. The organization was in dire need of a unified case management solution that could be easily adapted by in-house staff to meet the evolving needs of tenants. The customer service staff was under immense stress due to the need to constantly follow up with internal teams and manage tenant experiences. The lack of visibility into case progress led to inefficiencies as multiple advisors often ended up working on the same case simultaneously. The shift to remote work further exacerbated these issues.

The Solution

V2C opted for a low-code development platform, Liberty Create, to quickly and efficiently develop applications and automate processes for an improved tenant experience. The platform offered a cost-effective solution with its low-code functionality, enabling iterative improvements and service expansion. The solution involved a single case management system built on Liberty Create, providing a unified view of case and tenant details for real-time visibility. The centralized contact system made it easy for staff to find and update tenant details and manage team reports. The solution also facilitated end-to-end tenant journeys with timely responses delivered by advisors. Rules-based alerts for teams and supervisors ensured prompt action on arising issues. The workflows were redesigned to streamline processes, reducing the need for manual intervention and improving productivity. The design team adopted an iterative approach, transforming one process at a time, which resulted in standardized handling across processes.

Operational Impact

The implementation of the low-code platform, Liberty Create, transformed the operational efficiency at V2C. The single case management solution provided real-time visibility of every case, reducing data duplication and improving reporting. The easy-to-use centralized contact system simplified the process of finding and updating tenant details, and managing team reports. The solution also facilitated end-to-end tenant journeys, ensuring timely and appropriate responses. The redesigned workflows streamlined processes, reducing the need for manual intervention and improving productivity. The iterative approach adopted by the design team resulted in standardized handling across processes, enhancing V2C's capacity to deliver improved overall outcomes. The low-code platform also supported team productivity and upskilling, increasing engagement and buy-in.

Quantitative Benefit