Entirely Marketing

CHESHIRE MARKETING NEWS


Housing association celebrates channel shift success


PA Housing's web portal takes over 3000 tenants online in first year



Housing association celebrates channel shift success

PA Housing is celebrating the first anniversary of its self-service website for tenants, created by digital marketing specialists for the housing sector Prodo Housing.

The My asra portal, which initially took 12 weeks to build, allows users to log in and manage their homes securely, giving them their rent balance, a summary of recent transactions and a printable record of their rent charges. It also lets them check on individual and communal repairs for their home.

Help and live chat features, payment options and the ability to request repairs, add pictures and select time slots to schedule repair work have all been incorporated into the system as additional features during its first year.

With 1,700 customers accessing the portal on a monthly basis, around 10,000 self-service processes are typically completed and 250 to 300 new users are registering each month.

Amit Patel, Director of Corporate Services, said: “The digital transformation programme is a proud achievement in the timescales in which it has been accomplished, given the complexity of the project.

“Prodo understood common pressures between the business, suppliers and technology in delivering digital transformation, and together we had the ability to understand drivers of our customers and operational metrics.

"It's great to see the positive impact that My asra has had in taking customer service on line, providing a really convenient way for tenants to manage their homes."
Ivo Kerkhof, Head of Prodo Housing



“Customers are our judges, and including them along the journey to reshape services and changing how the businesses operates was vital. Success was dependent on how well and how fast we responded and Prodo gave us that insight and framework to align a great idea and a great outcome.

“Thanks to a good working relationship, aligning to the vison and an agile approach, we’ve produced a successful solution and a great customer experience with alternative ways to engage with PA Housing.”

Ivo Kerkhof, Head of Prodo Housing, said: “It’s great to see the positive impact that My asra has had in taking customer service on line, providing a really convenient way for tenants to manage their homes.

“There are many practical benefits from an organisational perspective, too. For instance, since the portal launched a year ago, there’s been 14% reduction in call volumes. Features such as self-service repairs proved immediately popular – we saw 160 tenants taking advantage of this function alone in its first month.”

Kerkhof concluded: “It’s all about providing a positive digital experience and we’re looking forward to continuing to evolve the portal to meet customers’ needs in the future.” 

For more information and to download a full case study, visit Prodo Housing’s website.




DISCLAIMER: The statements, opinions, views and advice expressed in this article are those of the author/organisation and not of ENTIRELY. This article should represent information correct at the time of publication however whilst every care has been taken to present up-to-date and accurate information, we cannot guarantee that inaccuracies will not occur. ENTIRELY will not be held responsible for any claim, loss, damage or inconvenience caused as a result of any information within this article or any information accessed through this site. The content of any organisations websites which you link to from ENTIRELY are entirely out of the control of ENTIRELY, and you proceed at your own risk. These links are provided purely for your convenience and do not imply any endorsement of or association with any products, services, content, information or materials offered by or accessible to you at the organisations site.





Get The Entirely Weekly Brief In Your Inbox


CHESHIRE MARKETING PROFILES
MOST SHARED


Smith & Smith PR


Smith & Smith PR is a South Manchester public relations agency based in Hale, specialising in consumer, B2B and technical communications. It delivers high-impact technical, trade and professional service PR, inbound marketing, thought leadership, crisis management and social media campaigns that deliver results.






PR The Write Way


PR The Write Way is a Public Relations consultancy, set up by former journalist Angela Belassie. Through widespread media coverage, your organisation will be visible and recognised in your market. This will reassure your existing clients and is very attractive to new clients. Angela Belassie prides herself in getting results without the agency price tag.






Skout PR

PR agency


Skout is a specialist B2B communications and PR agency based in Cheshire, helping its clients build stronger business relationships, exceed marketing goals and sell more, through PR, content programmes and integrated campaigns.






Good Relations Regional


We’re a talented and innovative PRconsultancy with a wealth of experience and a raft of bright, new ideas. we’re committed to doing a great job for our clients and we work hard on our industry understanding, contacts and expertise to make sure we can offer you the very best PR solution for your product or service.






Zeus PR


Zeus PR and Social Media Agency, with offices in Manchester and Cheshire, offers cost effective, targeted and closely monitored strategies to reach and engage with your target customers, building your brand.






RECOMMENDED FOR YOU ON ENTIRELY NORTH WEST

Got some News to share? Click here.