Cottsway Housing manages more than 4,500 homes; its investment in digital services aims to increase customer satisfaction and achieve operational efficiencies by delivering best-in-class self-service options. The new online platform will provide full integration with multiple back-office systems and increase digital transactions over the next five years to improve customers’ online experience, delivering services in the way residents want to access them.
Prodo was one of four agencies shortlisted to progress to procurement, and won the pitch at Cottsway’s headquarters in Witney following an extensive tender exercise led by NCC Group on Cottway’s behalf.
NCC Group’s digital transformation consultant Ian Patterson said: “Working with Cottsway Housing at the early stages of this strategic transformation was a real privilege. Given the digital ambition, we knew the delivery specialist needed to be best-in-class in order to meet or exceed the modern expectations of Cottsway customers and the business. Prodo ticked all the boxes, and left us excited about the many possibilities.”
Harpreet Chander, Cottsway’s Head of Projects, said: “We want customers to have a more efficient, user-friendly service that puts them more in control of their experience with Cottsway.
“We pledged in our corporate plan that we would introduce an enhanced digital platform to enable them to use new online services and to communicate with us 24 hours a day, and I’m delighted that work is starting.”
Prodo CEO Pippa Adams said: “As experts in delivering digital transformation in the social housing sector, we’re thrilled to be working with Cottsway on this ambitious channel shift project. It has a genuine commitment to achieving outstanding customer service right at its heart, which is exactly what our solutions are designed to enable.”
"As experts in delivering digital transformation in the social housing sector, we're thrilled to be working with Cottsway on this ambitious channel shift project."
Pippa Adams, CEO, Prodo
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