A total view of every customer conversation

A TOTAL VIEW OF EVERY CUSTOMER CONVERSATION

Explaining AI driven Conversational Intelligence for Social Housing

Join Matrix247 (A Focus Group Company) and Cube Thinking for a FREE online webinar to discover how an AI native Customer Experience (CX) platform can transform the way your housing association manages tenant communications and addresses critical challenges.

Social housing providers face unprecedented pressure to deliver exceptional service while managing complex issues, increasing regulatory scrutiny, and stretched resources. Do your teams currently have a complete, 360 degree view of every tenant interaction from a maintenance request to an income query?

Without this consolidated view, your organisation risks:

• Slower Response Times: Customers waiting longer for help.
• Wasted Staff Time: Teams manually piecing together fragmented data.
• Compliance Risks: Difficulty tracking high priority issues like damp and mould.
• Poor Customer Experience: Frustrated customers repeating their issues to different departments.

Reasons to Attend: Tackle the 5 Key Challenges

We'll dive into the top challenges facing the sector and show you how to leverage AI to manage them effectively:

• Repairs & Reporting: Streamline fault reporting and prioritise essential repairs faster.
• Income Collection: Personalise collection methods to be empathetic and efficient, improving rent stability.
• Damp/Mould & Awaab’s Law: Establish a robust, auditable communication and tracking system to meet compliance requirements.
• Anti Social Behaviour (ASB): Capture complex, sensitive reports and escalate them quickly to the right team.
• Complex Queries: Use AI to route and answer intricate questions on the first contact, reducing staff burnout and ensuring warm customer handovers to your teams.

You will see a live demonstration of a cutting edge platform that uses artificial intelligence to unify all your customer communication channels (phone, email, web chat, social media) into a single, intelligent interface, providing a Total View of Tenant Interaction and enabling a Rapid ROI through reduced operational costs and increased tenant satisfaction.

Agenda: Practical Solutions for Your Organisation

The webinar is focused on practical, actionable solutions for your organisation:

• Setting the Scene: Jason (Cube Thinking) will set the scene on the current challenges facing the social housing sector.
• Addressing the Challenges: A conversational Q&A with Mia & Victor (Matrix247) on how to tackle the top 5 challenges: Repairs & Reporting, Income Collection, Damp/Mould, Anti Social Behaviour, and Complex Queries.
• Live Demonstration: A live demonstration of the AI native CX platform and how it unifies your communications channels to give staff a Total View of Tenant Interaction.
• Impact Discussion: Discussions on how these tools can reduce operational costs and dramatically improve tenant satisfaction.

Speakers Bio’s:

Mia: Account Manager at Matrix247

Drawing from over a decade of expertise in the ICT sector, Mia Pritchard offers a comprehensive suite of services designed to optimise financial efficiency and operational workflow. Through meticulous ICT & AI Health Checks, Mia ensures that organisations are investing only in essential services, and eliminating unnecessary expenditures. Additionally, she empowers businesses by educating them on a diverse array of tools that enhance productivity and foster stronger engagement among team members and clientele.

Victor: Head of Strategic Accounts at Matrix247

Since joining the firm in 2009, Victor has been instrumental in conducting comprehensive briefings, presentations, and audits for hundreds of organisations throughout the UK. His expertise has led to substantial financial savings for these businesses, collectively amounting to hundreds of thousands of pounds. Moreover, Victor’s contributions have significantly enhanced the customer experience, resulting in prolonged retention rates and a positive impact on staff morale and satisfaction. His efforts have not only optimised operational costs but also fostered a more engaging and rewarding journey for clients and employees alike.

Jason: Founder Director of Cube Thinking

Accountant to Auditor to Analyst - expert generalist with a process, digital & cultural lens. Jason has over 30 years' experience across all sectors & has led transformational change programmes that increased turnover, efficiencies & improved organisational culture.

He led business analysis, intelligence & assurance teams through major change programmes & brought Lean Manufacturing approaches to social housing in roles at Harvest Housing Group, Your Housing Group, Salix Homes & The Guinness Partnership. Having worked with over 40 housing associations & currently part of the leadership of the Healthy Homes programme, Jason has insight & optimism about the future focus of social housing.

With merger & acquisition, business architecture & technical expertise, in addition to the business & systems analysis support to many RPs for system integration or implementation, Jason has an encyclopaedic knowledge of the process anatomy of housing associations.

Recently Jason delivered the process and business analysis support to Gateshead Council to enable the implementation of C365 (additionally working with a subject expert on statutory compliance processes) & has previously provided similar support to providers as they have integrated or implemented MRI (formerly Orchard), Northgate, Aareon QL, MS Dynamics & Castleton in addition to current support with Puzzel Omnichannel.