SOCIAL INTRANET IN THEPRIMARY PROCESS

Agenda

1. About Accolade

2. Ambitions and Challenges

3. Our approach

4. Our Social intranet

1. ABOUT ACCOLADE

Housing in 5 towns

About 40.000 customers

17.000 rental houses

200 employees

2. AMBITIONS AND CHALLENGES

The challenge:

1. Housing sector under pressure

2. Ambition to uphold our vision: ‘helemaal je eigen plek’ And to still meet our customer’s wishes

This requires a shift in the organisation of customer service

3. OUR APPROACH

Optimalising our services in 3 steps:

1. Setting up a new Customer service centre tomanage customer contacts from allcommunication channels

2. Connecting the Customer service centreefficiently within the organisation

3. Connecting the customer with the organisation

Step 1 – Setting up the Customer service centre

1. Converting 5 housing offices with respective maintenance departments to a single Customer service centre

2. Establishing software for omni-channel customer contact

3. 80% of cases resolved in front office

4. Start online customer services

Completed December 2012

Step 1 – Results 2013Number of contact moments: 60.000

Number of online transactions: 7.000

Number of tasks sent to back office: 13.000 (21%)

Step 2 – Connecting the Customer service centre within the organisation

1. Establish software that hands out assignments when others people’s input was needed.

2. No bureaucracy, but in line with our values:Entrepreneurship, responsibility, cooperation, appeal, transparency

Step 2 - Social intranet

Accolade wasn’t looking for a social intranet, but:

1. Traditional workflow or Task-basedapproach software did not fit our values andambitions

2. A social intranet linked to Customer service centre-software turned out to be the idealsolution

Completed May 2014

Stap 3 – Connecting customers with the organisation

1. Continuous process optimalisation,supported by reports to provide insights foreveryone

2. Connecting the Customer Portal to the social intranet

Scheduled for early 2015

Step 3 - Overview

4. OUR SOCIAL INTRANET

4b. CASE: CANCELLING RENT

ANY QUESTIONS?