Bernicia is celebrating being the first housing association nationally to deliver end-to-end repairs services through the cloud-based, non-profit Salesforce system.
All electrical repairs at tenants’ homes are now being booked and managed through Field Services, improving the customer experience with streamlined, joined up and automated processes.
By summer, all responsive repairs will transition into Field Services, with benefits to customers including:
- A full 360 customer relationship management system with automated processes, enabling proactive management and a streamlined customer experience.
- Improved communication with more automated messaging throughout the lifecycle of the repair, including enroute messaging, letting tenants know when engineers are on their way.
- Taking the pain out of cancelling and rescheduling appointments, with links to self-serve options embedded in confirmation and reminder communications.
- Engineers booking follow on visits while on site at tenant’s homes, offering choice and convenience and generating more efficient service delivery.
In 2023 Bernicia refreshed and reinvigorated its commitment to customers, with a multi-year cultural development programme, coupled with a £4m investment in this world-class technology.
Listening and learning from customers, together with business intelligence and sector insights, Bernicia aligned customer expectations and habits to the new integrated service solution.
Andrea Malcolm, Deputy Chief Executive at Bernicia, and project sponsor, said: “The introduction of Field Services is a major milestone in our journey to customer service excellence.
“The enthusiasm and professionalism of everyone involved has been remarkable, generating an infectious determination to succeed across the business. We’re looking forward to seeing the real difference this will make for our customers and colleagues.”
Jude Comber, Account Executive at Salesforce non-profits, also paid tribute to the project team, saying: “The skills and expertise of the team are incredible. Their attention to detail, coupled with momentum driven by a customer centric culture, is a great example of how to do it right.”
In getting to this major milestone, Bernicia collaborated with software integration partner Alscient, multi-cloud specialists, whose skills, expertise and guidance helped shape and build the Field Services solution.
Bernicia project team pictured.
