Client Story

Client Success Story | Genesis

  • 100K+people living in a Genesis home
  • 2,900+registered customers
  • 800+repairs requests logged and actioned
Results
  • Genesis has a data integration hub to simplify their solution architecture, which incorporates IoT, big data and mobile applications. This includes: o Real-time messaging o Data quality o Information security o Intelligence
  • Increased transactions enabled Genesis to renegotiate fees for financial transactions, and they increased revenue by £250K
  • Genesis had a qualitative reduction of in-bound phone calls, as residents started to switch to digital channels
  • Genesis has an ease of tracking properties nearing maintenance/re-certification
  • Genesis has improved asset management and customer service satisfaction as there is now a better understanding of customers
  • Genesis’ data integration hub sets the stage for more agile development and IoT integration
Current Statistics
  • 2900+ registered customers
  • 800+ repairs requests logged and actioned
  • Average call handling time decreasing
  • Positive feedback from residents
  • Data quality improving every day….

As one of the UK’s leading housing associations, Genesis owns or manages around 33K homes across London and eastern England. Their stock portfolio includes a range of properties, from temporary housing to rented homes, homes for sale and supported housing. At any given time, there are 100K people living in a Genesis home.

Due to the lack of a comprehensive customer data system, Genesis didn’t have correct contact information, no less other important information, such as service needs and payment preferences, for half of their residents. Because of this, customer outreach, maintenance, service and financial management was fragmented and incomplete.

  • Genesis wanted to undergo a complete digital transformation so that all resident information was clean and succinct, and all in one place, to improve their customer service and operational efficiency.
  • Genesis had the following business initiatives:
  • Improve the customer and stock portfolio data quality across the multiple applications within the organization, in order to reduce the cost and effort during correspondence with customers
  •  Enable real-time data integration across the major applications, and ensure that data across these applications was consistent and accurate
  •  Integrate additional applications within the environment when required, and decommission applications when no longer required
  •  Resident access to services will be digital by default

 

Solution

NGDATA created a complete data integration hub for Genesis. We were able to improve the organization’s data quality, within the main business applications, by performing a detailed analysis. This enabled the Genesis to be able to identify issues within the customer data, and create intelligent business rules and apply them to correcting the data. To ensure that the data remained consistent and accurate, our solution included the automation of cleansing inaccurate customer data and track, and provided dashboard (scorecards) which could be governed by the different business areas.

Genesis required data from the legacy applications to populate a mobile app that could be used by both customers and staff. This data included the details of properties, location, tenancy, transactions, etc. NGDATA rapidly designed and developed an automated integration solution that enabled the information to be made available to the app with minimal manual interference. Due to the data quality processes that had previously been developed, the data within the app could be relied upon to be accurate and consistent.

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