Art of communication
TECHNOLOGY
what Redpath calls a “ digital first approach ”, a new website and app , built in collaboration with Leighton , effectively puts the client back in control , with the sole focus to increase customer engagement and client independence .
Art of communication
Communication is a key factor that ensures the success of Home Group ’ s current position . The company ’ s personalised outlook is shaped through listening to customers ’ experiences , alongside feedback received from internal teams . For Redpath it ’ s crucial to “ put the customer back in control and for them to determine how the company interacts with them ”.
The new Knowledge Management system , built in collaboration with TSG , is accessible to both staff and customers through the newly implemented intranet platform , providing essential information for clients who would alternately had to undertake a lengthy phone call .
It has provided numerous benefits to customers , which Redpath explains : “ The Knowledge Management is available to the customer , so it helps customers find answers to things without having to talk to anybody , but it also helps our agents in the contact centre because we now track all of the interactions so we ’ re able to understand their journeys a little bit more . When the agent is talking to them , we have the history so you can see what has been previously asked and the answers given , which drives that knowledge .”
The system has won numerous awards . Furthermore , the company has utilised SharePoint with the support of TSG for employees to connect and work together , share data and
www
. homegroup . org . uk 73