Nintex > Case Studies > Nintex's IoT Solution Streamlines Home Group's Repair Process and Reduces Costs

Nintex's IoT Solution Streamlines Home Group's Repair Process and Reduces Costs

Applicable Industries

Buildings
Education

Applicable Functions

Maintenance
Sales & Marketing

Use Cases

Personnel Tracking & Monitoring
Time Sensitive Networking

Services

System Integration
Training

About The Customer

Home Group is a social enterprise and charity founded in the 1930s by an act of parliament in the United Kingdom. The organization provides both social services and private housing to tens of thousands of tenants and prospective property owners in England, Scotland, and Wales. They service over 120,000 customers and also provide housing-based support programs that provide one-on-one care for people dealing with issues related to alcohol, drugs, and domestic violence. The ultimate goal of Home Group is to utilize their housing stock to help people who need help and open doors to happier and healthier lives. They receive over 24,000 repair calls every month from their tenants.

The Challenge

Home Group, a UK-based social enterprise and charity, was facing inefficiencies within its call center processes. Non-specialist staff were at risk of sending incorrect information to customers, leading to unnecessary repair visits. The training time for new employees was also ineffective and relied heavily on face-to-face meetings. The organization was struggling with managing the logistics of servicing over 120,000 customers and dealing with over 24,000 repair calls every month. The lack of a standardized and efficient system led to multiple visits from maintenance vendors, even when there was nothing to be fixed, resulting in unnecessary costs.

The Solution

Home Group partnered with Technology Services Group (TSG) to develop a knowledge management system using SharePoint Online and Nintex Form and Nintex Workflow. The solution involved workflows that collected information into a searchable hub with automated process steps. When a customer call came in, the call center staff collected information onto Nintex Forms, which kick-started a workflow. The workflow guided the staff member through a series of questions, leading them to the correct solution. All reports were logged for future use. The new system reduced the training time for new employees from one month to 10 days, focusing on customer service basics and conversation skills. The solution was easily configured to meet business needs, maintain security in SharePoint, and provide faster and more efficient responses to business questions.

Operational Impact

The implementation of the Nintex solution has significantly improved Home Group's operational efficiency. The quality of call handling and overall customer experience has improved, which was a key reason for undertaking this project. The solution has also enabled Home Group to respond to business drivers instantly and eliminate points of failure. The knowledge management team has added over 20 new workflows in Nintex, ranging from hardware upgrades to repair scheduling and outreach reminders. The solution has also reduced second visits to fix problems through customer service advisors collecting the correct and relevant information from customers on the initial call. This has resulted in improved first-time dispatch accuracy. The solution was easily adopted by the staff, with very few questions about how to work with the new system.

Quantitative Benefit