Diagnosis of tenant relations for a social landlord
Context
Against a backdrop of increasing customer relations flows, an ESH (Entreprise Sociale pour l'Habitat) is looking to improve its relationship with its residents in order to meet the challenges of customer satisfaction and optimize the processing of requests from tenants and housing applicants.
Objective
Draw up a qualitative and quantitative assessment of customer relations to provide a factual vision that will enable ESH to define its customer experience roadmap over a 3 to 5 year horizon.
VERTONE contribution
Inventory of customer relations channels, estimation of associated inbound and outbound flow volumes, mapping of customer paths generating contacts to head office and branches, analysis of the processing of requests and complaints, quantitative analysis of the performance of the processing of telephone calls submitted to the various branches and departments. To find out more, contact our team
