Every business must adapt their business models in order to meet the ever-changing needs and expectations of their customers – housing associations are no exception. Implementation of digital technology not only covers conversions, transactions and growing revenue; it is also used when streamlining processes, improving customer experiences and optimisation.
Thus, as digital transformation is evolving into different industries, it is crucial that housing associations embrace this change in order to grow and develop. The social housing industry is one that rapidly changes. Many housing associations struggle due to funding cuts, rent freezes and reduced investments.
In the past, the social housing industry have not been as advanced as other industries when it comes to digitalisation, however, this is slowly beginning to change with many seeing the benefits that going digital has to offer.
Digital Trends of Social Housing
1. A Remote Workforce
Due to a rise in cloud technologies, housing associations are now able to work remotely, giving them the opportunity to gain more time and energy being out among their tenants. Digitally enabled and mobile workforces reduce the need for physical office locations within neighbourhoods. Remote working also allows you to be more connected to your customers with greater face to face interactions.
2. Online Processes
Moving towards digitalisation can help reduce the amount of paperwork and manual processes required. Customer applications can be moved online which will not only provide a seamless and easy experience for customers but can reduce costs and response times compared to manual, offline applications.
Removing paperwork frees up resources for employees to focus their time and effort on other areas of the business. Moving transaction processes online can also be 20 x cheaper than phone transactions and 50 x in comparison to face to face interactions allowing your business to save some money.
3. Better Connected
By digitally transforming the social housing industry provides a great opportunity to diversify their offerings. By embracing this, you can detect how people are using their accommodation and allows providers to alter services, such as heating, in real time. When used effectively, issues can be anticipated and handled faster, as well as being more proactive and strategic in commissioning repairs or replacements quicker in order to minimise costs and disruption.
4. Enhanced Customer Service
Advice and help can be made 24 hours a day, seven days a week with the help of a knowledge base and online account information that is always accessible, thus providing all-round better service. Most actions should be able to be completed online – customers shouldn’t experience any restrictions on when they can resolve their issues or speak with the correct department. Housing association workers will also be able to provide a better service to customers by spending more time out in their neighbourhoods offering a face to face service as opposed to stuck with their computer screens.
5.Data Analysis and Record Keeping
With new laws like GDPR, those in the social housing sector could benefit by making a move to keep all customer data and records online as opposed to offline. A well-planned online infrastructure can help your business have greater security for keeping online records safe. Utilising digital technologies for customer data is also an excellent opportunity for better data analysis and upkeep. Maintaining customer records online allows them to access and edit them as required, providing housing associations with current information that is easy and simple to manage.
Office 365
Many housing associations have already implemented Office 365, meaning they have a wealth of tools at their disposal that can increase efficiency, productivity, streamline processes and communication methods and ultimately allow them to focus on the most important thing: their tenants’ experience.
With government regulations to comply with, your organisation needs a document management solution like SharePoint that provides security, governance and approvals. SharePoint’s versatility provides a great solution that can function as a communication site, an intranet platform, a knowledge base and so much more.
How to embrace these digital trends
If you want significant efficiencies, financial stability and customer engagement in your business, embracing digital transformation is the way forward. The social housing sector is currently facing financial challenges due to reduced investments, funding cuts and rent freezes. However, this must be balanced by the fact that there is a growing demand from increasingly vulnerable and diverse citizens. Housing associations that want to thrive should be utilising and embracing digital solutions to transform their organisation for the better.
To help your housing organisation transform, speak to us – send an email or give us a call on 01698 844 600 where you can speak with one of our IT specialists. We can help your team digitally transform, cut costs and increase service experiences.