Customer Stories

First Choice Homes Oldham – Gradually Adopting Self-Serve

10.01.21 Written by Futr

Engaging with Futr at the Start of a Digital Transformation Programme

First Choice Homes Oldham (FCHO) is one of the largest housing associations in the Manchester area. With over 11,500 properties, the team pride themselves on putting tenants at the heart of everything they do.

The leadership team at FCHO are aiming to gradually help their residents to adopt digital self-serve tools, whilst maintaining excellent customer satisfaction.

Automation First

As with many housing associations, the team at FCHO knew that many of the queries they receive are repetitive and straightforward FAQs – perfect for automation.

With live chat operating in the background, an agent is available via seamless handover for those queries that require a human touch. 

“Futr’s platform has the potential to be a game-changer for us.”

Michael McGeoch, Contact Centre Team Manager, First Choice Homes Oldham

Click below download the full case study and find out:

  • How has FCHO encouraged customers to interact with them digitally?
  • How transactional customer contacts are now able to be automated.
  • What advanced customer insights have FCHO learnt about their residents from the Futr platform?

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    • Published 10.01.21
    • By Futr
    • In Customer Stories