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News : Thrive Homes’ App Delivers 1st Touch Self-Service to Transform Customer Engagement
Hertfordshire, UK, Dec 6, 2017 -- Hertfordshire-based housing association Thrive Homes has launched an app that provides a new way for customers to interact with the organisation via Apple Store or Google Play.
The myThrive self-service app uses 1st Touch digital software from Aareon UK to offer a range of online customer self-service requests 24/7 via smartphones and tablets. The app is an important part of Thrive’s digital approach to customer engagement.
Whilst Thrive Homes is retaining all its existing customer contact options, the app will ultimately reduce the number of customer phone calls to its contact centre. This achieves value for money and greater operational flexibility whilst providing an additional and highly positive engagement experience for customers.
The app integrates with Thrive’s Aareon QL CRM system, so that all online enquiries made update on the customers’ records. This ensures that, at any time, residents can always view up-to-date transactions on their account and repairs history.
Commenting on the new app, Jo Barrett, Operations Director, Thrive Homes, said: "The drive to enable more self-service options fits with our focus on efficient business practice, responding to customers’ feedback by providing access so they can self-serve 24/7 at a time and in a way that suits them. So the app is both a win for Thrive and a win for our customers. As such, it is a central element of our transformational digital strategy and we are actively supporting and encouraging our customers to go online and sign up. Our initial soft launch has gone very smoothly and the first hundred or so customers are already comfortable with using it. Ultimately, our aim is to have the majority of customer interaction through the app.
"We decided to move straight to an app, rather than starting with an upgrade of our website, as we knew most of our digital customers now use a mobile device to access our webpages. In deciding which system to choose, we already had a working relationship with Aareon and we were aware that 1st Touch is a market leader in both mobile and self-service technology, so we welcomed the opportunity to work with them. They were especially helpful in the design stage, for example we asked them to prioritise the menu choices in line with the most common requests received by our contact centre. The slick, comprehensive menu approach follows throughout the app, ensuring it is both intuitive and easy to use."
Nigel Rees, Managing Director of Aareon UK, welcomed Jo Barrett’s comments, adding: "Thrive is a widely respected housing association with a first-rate reputation for putting its customers first and taking an innovative approach to business. The myThrive app is an excellent reflection of this and we are extremely impressed by Thrive’s highly professional approach and attention to detail in developing the app to support both customers and colleagues. Supporting digital customers’ access fully is a key element of Thrive’s digital strategy and we are delighted that they have chosen Aareon’s 1st Touch software to run their online self-service app which will drive both customer service and efficiency."
Posted by Veronica Silva Cusi, news correspondent
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About Thrive Homes:
Thrive is a housing association which owns and manages more than 4,000 rented and leasehold properties in Hertfordshire and Buckinghamshire.
Published: Friday, December 8, 2017
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