NORTHAMPTON PARTNERSHIP HOMES


CAMPAIGNTO GETCUSTOMERSONLINE


THE CHALLENGE

To promote the benefits of NPH’s online portal encouraging tenants to use this platform to access their self-serve account services.

APPROACH

We created a profile-raising campaign communicating the launch of the online services and promoting the customer benefits of using them. This included a personalised mailing and email campaign, internal promotion, online and van livery messages.

We also devised a tutorial process to help assist both technophobes and the aged demographic who have no access to technology, on how to engage with the services including community outreach clinics.

The creative execution was instantly recognisable, using digitised characters throughout all communications.

OUTCOME

Reduction in number of calls to the contact centre thus improving customer waiting times. Instant online tracking helped to improved service efficiencies from tracking faults to scheduling and making the necessary repairs. The financial and efficiency savings have  created an opportunity for the budget to be re-invested in other areas of the Housing Group.

THE POWER OF  

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There’s really no limit to what we can achieve together.