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Australian developers visit North East IT partnership

An IT project between two North East companies has prompted a fact finding visit by a team from Australia, keen to find out how their technology is being applied.

Technology Services Group (TSG) and Home Group teamed up on the project with the aim of increasing efficiency in the way in-bound calls from the housing provider’s 120,000 customers are dealt with.

IT specialists TSG configured a system for Home Group’s customer services centre that is integrated with advanced workflow and forms developed on the Nintex platform.

The creative use of its workflows and forms led to the visit by a team from the Australian office of Nintex, the global standard for workflow automation.

Josh Waldo, Nintex’s VP of partner strategy and programs, said: “Home Group is using Nintex workflows and forms with SharePoint to increase the productivity of its customer service team and better serve its customer base

“The Home Group team is also using Nintex forms as a step-by-step discussion guide when speaking to customers, which is a great new use case for the technology.”

The system was deployed initially as a cloud based solution on Microsoft Office 365 before being migrated across to Microsoft SharePoint to fit with Home Group’s preferred on-premise IT strategy.

Moreover, it helps call handlers to interact with customers and gain the information required to act appropriately on each call and effectively service every call.

Donna Middleton, Home Group’s director of customer experience, explained: “The knowledge management solution is proving hugely beneficial and saving Home Group a lot of money and time in training call handlers. Our ability to get an issue resolved first time has improved massively, which in turn reduces the costs of having to revisit properties.

“Previously if a plumbing related problem came through, the solution offered to the customer could have been different depending on the level of experience of the call operator. The new solution now empowers our call centre staff with the confidence that they can deal with any call that comes in, regardless of their level experience or what the problem is.”

The company is also exploring a further development in making the forms available on its website so customers can self-serve with any issues to reach a solution.

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