Gentoo Group, a housing association that provides homes for more than 60,000 UK residents, is using Salesforce technology to improve its customer service.
Why it’s important: 96% of customers say excellent customer service builds trust, according to Salesforce research.
Driving the news: Gentoo’s new digital housing solution, Genforce, will integrate all of Gentoo’s customer and asset data into Salesforce.
With this foundational step complete, Genforce will be able to improve the customer experience at every interaction, including property inspections and repairs processes, to residents’ safety, and enable its leadership teams to make business-critical decisions in real time.
- With Service Cloud, Frontline Neighbourhood coordinators and service agents have all the information they need to provide targeted and personalised support to residents. With Marketing Cloud, Gentoo will deliver this information and other communications across multiple channels.
- Experience Cloud will deliver a self-service portal and mobile app. Together with Service Cloud’s Digital Engagement tool, Gentoo will be able to engage with residents via SMS and Whatsapp channels. Plus, AI-powered chatbots will ensure that residents receive the answers they need quickly.
- With Field Service, engineers and contractors will have full access to previous work orders, understand each resident’s situation clearly, and optimise schedules in real time. Residents will also be able to book appointments fast with the Appointment Assistant tool.
The customer perspective: “Amidst economic uncertainty and rising inflation, there has never been a more critical time for affordable housing providers to put their customers at the centre of their operations. With Salesforce, we can do all this and more,” said Vicky Lambert, Genforce Programme Lead, Gentoo Group.
- “By centralising our information, improving our self-service and personalising every interaction, Genforce will transform how our organisation supports our communities to live their best possible life,” added Lambert.
By centralising our information, improving our self-service and personalising every interaction, Genforce will transform how our organisation supports our communities to live their best possible life.Vicky Lambert, Genforce Programme Lead, Gentoo Group
The Salesforce perspective: “Gentoo is a powerful example of how the combination of AI, data, and CRM can be a force for good in our society. From helping people secure a home to keeping them safe, these technologies will have a profound impact on how Gentoo supports its communities for years to come,” said Thomas Lancefield, Sales Lead for Social Housing at Salesforce UK and Ireland.
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