Achieving Accent Group's ambitious self-service vision

Accent Group have been providing high quality social housing for rent and sale for over 50 years and remain firmly committed to providing their residents within their 22,000 properties with top quality customer service at every possible touch point

Our approach

A comprehensive, competitive tender process identified Prodo as the preferred supplier to rebuild Accents digital offering from the ground up.

We chose Umbraco as the platform of choice on which to build that solution thanks to its flexibility to meet Accent's functional as well as its ability to integrate with the back office systems used by Accent internally.

 

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What we did

Prodo’s consultancy and project team worked closely in partnership with the in-house project team, staff, customers and external contractors/suppliers to plan the phased design, build and deployment of the ideal ‘future state’ system.

We worked together to map out the processes and functionality we'd need to meet and exceed the current offering with an eye on the future phases of the project too.

The first phase yielded Accent's self-service portal - enabling tenants to pay rent, check statements, report repairs and more through an improved and user-centric bespoke tenant portal.

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The results

  • My Account area onboarded 2,000+ new users in the first few weeks after launch
  • The new website will radically streamline the process for dealing with customer enquiries and tenancy sign-ups
  • Digital account creation is now a simplified process and delivers contextual content depending on the type of customer and their stage in the customer journey
  • By 2020, Accent expect over half of all customer transactions to be digital, allowing staff time to be released into value-added customer services
Accent-Group-results