Accent Group Self-Service

Achieving Accent Group's ambitious self-service vision

What we did: Web Development, Digital Transformation, Design

The story so far...

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 touchpoint. Following an extensive business-wide review back in 2017, Accent Group defined a primary business objective around delivering exceptional digital customer experience.

 

How do you continually evolve your digital services in line with the pace of your tenant's channel shift?

Accent had been using a customer-facing online self-service offering for the past three years as part of the suite of services offered by their housing management system provider. The platform had been successful for them, but they needed to keep improving in order to meet the high standards they set for themselves.

 

This piece of work formed part of a wider Digital Transformation Programme that also encompasses an integrated customer-facing website with property listing, an integrated customer and staff lettings and sales management platform, an integrated end-to-end repairs appointing and management for customers, staff and contractors and a bespoke KPI and reporting suite. 

Accent
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Developing an ideal 'future state' system

A comprehensive, competitive tender process identified Prodo as the preferred supplier to rebuild Accent's 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 requirements as well as its ability to integrate with the back-office systems used by Accent internally.

Prodo’s consultancy and project teams worked closely in partnership with Accent's 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.

Accent Self Service

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

2000+

new users in the first few weeks of launch

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