We Care is the largest independent home improvement agency in the UK.
Their award-winning service supports private home owners and those in authority-owned homes with minor and major adaptions around the home, helping people to stay at home longer, whether as a result of illness, disabilities, or age.
The Challenge
The organisation had grown highly dependent over the years on inflexible database-driven systems and lots of spreadsheets to help drive operations. These systems didn’t talk to one another and created unnecessary duplication of work and the inevitable errors that come from such a process.
We were tasked with rethinking the whole approach to operational management, to find a technical solution that would help deliver much-needed integrated data and processes. The wide range of contracts, services, and relationships with third parties made this process of harmonisation of data and simplification of the process challenging.
The Solution
Element78 carried out a detailed analysis of how the organisation operated and identified opportunities to streamline key processes, making the service as customer-centric as possible. The conclusion of the first stage of the project showed that Microsoft Dynamics Field Service was a good fit, alongside the Sales App. The team at Element78 then partnered with ANS to deliver the solution.
The Result
The end solution provides a coordinated project management, enquiry management, and handy person solution. In the words of the Chief Executive in 2022.
"Element78 took the time to get to know us and how we operate. Their approach was very engaging and helped educate our team about how to find better ways of delivering true customer-centric service. We were able to confidently progress with the project process knowing that our requirements had been professionally assessed and captured."
We'd love to talk to you about ways we could help your business
Element78 has been using market-leading UX software to enable our client's opportunities of increasing customer satisfaction and loyalty by opening effective ways of engaging with their users. Using this software is a cost-effective way of getting customer insights and behavioural data from your website. Please get in touch, if you'd like to discuss how we could do this for you.
