Estuary Housing Association delivers award winning, user-centred self-service portal that enhances customer experience (CX).
Estuary Housing Association is a not-for-profit organisation with a focus on sustainability and , who manage over 4,700 properties across Essex, London, and the South East.
They had a pre-existing customer portal already in place, but the platform was lacking functionality that would truly put their customers in the driving seat of their own experience. They went out to the market to find a solution partner with a similar ethos for delivering social good, that could help them enhance their self-service offering and encourage more customers to engage with them online. This would in turn free up valuable time for their employees to focus on helping vulnerable tenants who need further support, and the resulting solution streamlined operations, empowered customers with self-service options, and delivered measurable improvements in efficiency and satisfaction across the business.
The new customer portal has been a great addition to our digital offering. We’re so proud to have won the Digital Impact Award based on the success we’ve seen from both this project and our wider strategy.
Gemma Tidd, Senior Communications Designer, Estuary Housing Association
-
3 unified, modular solutions delivered for Estuary by VerseOne
-
WINNER of Digital Impact Award 2023 from their digital transformation
-
360 view of the customer achieved through Microsoft Dynamics integration
To understand the drivers behind the project, the journey Estuary went on and the results they've seen off the back of implementing a comprehensive self-service portal, download the full customer success story.