Bolton at Home own and manage over 18,000 homes. Residents are at the heart of everything this social landlord does and so providing tenants with the best possible customer service is critical.
However, accessing information was a challenge for residents and staff as it was scattered over various legacy systems and across different business areas. Compounding this, the landlord had limited out-of-hours and self-serve options available to its residents.
So, Warren Brierley, Head of Customer Experience at Bolton at Home, came to Futr right at the start of the business’s digital transformation journey. He was looking for a quick win solution that would bolster resident experience and improve access to essential services.
“We’re at the beginning of implementing a new housing management system, however the quick-win nature of Futr’s chatbot for our customers made it worth launching immediately.”Warren Brierley
Head of Customer Experience at Bolton at Home
Now, Bolton at Home has opened up accessibility to their services using Futr’s conversational chatbot to provide 24/7 immediate support to residents in over 100 languages.
From the get-go, Futr’s rich analytics and insights gave Warren and his team tangible insights allowing them to measure in real-time the success of their transformation programme.
Read the full story to discover why Warren Brierley, Head of Customer Experience at Bolton at Home, implemented Futr’s solution and what impact it’s had on residents and staff.