Prodo Housing, part of marketing agency Prodo Digital, is getting ready to work with Accent Group, a provider of high-quality social housing, on a major digital programme that will enhance the ease with which tenants can take advantage of online services such as rent payment.
The digital initiative will involve rebuilding the current tenant portal and website to provide a deeper and more streamlined customer service offering, including revised income processes for rent payment and setting up and managing direct debits.
Rebuilding the Accent website signifies an evolution of approach in how the group onboards tenants, and there will be launches throughout 2018 to roll out exciting new features.
Accent, a nationally based housing association providing homes and services to over 21,500 households across the country, awarded the self-service project following a formal competitive tender process involving a six-way pitch managed by Charles Brooks of 3C Consultants.
Digital Consultant Rob Walker of Prodo said: “Having already worked with Accent Group on smaller projects, we’re really excited to be working on a new portal and website that will push the boundaries of what’s possible for the group digitally.
“It’s an ambitious programme of works with a strong focus on the customer. Our solution is designed to complement the already high level of service provided by the customer contact centre.
“Accent Group is known to be sector-leading, with customers at the heart of its mission and Prodo will be delivering improvements not only for customers but also for Accent as an organisation – without compromise on either side.”
Accent’s Executive Director of Customer Experience, Claire Stone, said: “We are delighted to be working with Prodo Digital in our journey to transform the customer experience in accessing services. Our customers’ expectations of our online services are shaped with what they experience daily with major retailers. Our aspiration is to not only offer the same level of digital engagement, but to provide even higher quality services.”
"We are delighted to be working with Prodo Digital in our journey to transform the customer experience in accessing services."
Claire Stone, Exec Director of Customer Experience
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