1. Associations
Business challenge
As rent controls squeeze its income from social housing, Origin is plugging the gap by selling and letting more properties at market rates – a model that demands a superior level of customer service.
Transformation
Working with IBM and Microsoft, Origin is transforming its customer service to deliver faster, more-helpful responses to enquiries from tenants and homeowners.
“We are transforming our business to improve customer service and reduce operational costs.”
—Cathy McCarthy, Director of Corporate Services, Origin Housing
Origin Housing
Ushers in an era of stellar customer service thanks to IBM and Microsoft
Solution components
IBM® Global Business Services®
IBM Public Sector Solution for Microsoft Dynamics – Social Housing
Business benefits:
60%
of enquiries resolved at first point of contact
94.5%
of queries resolved overall
75%
of customers responded to within agreed service levels
Client Name
Origin Housing
Company Background
Origin Housing is a registered social landlord that provides affordable housing plus related care and support services in London and Hertfordshire. The organization manages over 6,500 properties, generates annual revenues of around GBP 50 million, and employs more than 300 people.
Business challenge
As rent controls squeeze its income from social housing, Origin is plugging the gap by selling and letting more properties at market rates – a model that demands a superior level of customer service.
The benefit
A month after go-live, Origin is resolving 60 percent of enquiries at first point of contact and responding to 75 percent of customers within agreed service levels – with ambitions to improve further.
Pull Quote
“We are transforming our business to improve customer service and reduce operational costs.”
—Cathy McCarthy, Director of Corporate Services, Origin Housing
Solution components
IBM® Global Business Services®
IBM Public Sector Solution for Microsoft Dynamics – Social Housing
Case study Link
Origin Housing is a registered social landlord that provides affordable housing plus related care and support services in London and Hertfordshire. The organization manages over 6,500 properties, generates annual revenues of around GBP 50 million, and employs more than 300 people.
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