Today we are focusing on the technology that has enabled our Customer 1st Hub to continue operating throughout lockdown. Here Alison Greenough, our Head of Customer Experience tells us more.
Our Customer 1st Hub is run on a new digital system called LHS, it brings data together from other systems that we use including rent account, repairs information, warranty details and customer data. This means the Customer 1st Hub team only need to access one system to have a real time 360 degree view of the customer to make sure we can tailor our service to best meet the needs of each individual customer and contact.
The LHS was built from scratch by our in house digital solutions team. They worked with our Customer Experience Teams to ensure both customer and colleague feedback was utilised when designing the system to transform the first point of contact service. This is a massive step in the right direction for us as it means we now have the technology to support our Customer 1st approach. Our customer hub colleagues no longer have to access a multitude of different systems, databases and spreadsheets to get the information they need to support our customers, because it’s all there on one easy to use system.
We put the customer at the heart of everything we do and the fact we can continue to develop the LHS system (in house) with no restrictions from large software companies means we can keep our finger on the pulse and quickly adapt to changing circumstances to support our customer needs. The intuitive design of the LHS system means we can also train more colleagues to handle repair calls for example if we need to add extra support. This was put into practice during the easing of lockdown restrictions our colleagues were able to multitask to support more customers who needed to speak with us about repairs.
Over the next couple of years we will continuously develop the system to incorporate new functions to support customer service delivery. We really are just at the beginning of our journey and we are excited about the future and the improvements we can continue to bring to improve our customers experience.