Puzzel provides Cloud based Tenant Engagement solutions, comprising Contact Centre-as-a-Service (CCaaS), AI Automation, Performance Management and Quality Assurance tools.
Please find a link to our case study with Newlon Housing. Newlon Housing have been a customer for several years and use the platform to support tenants across their estate of around 8,350 homes.
Contact:
simon.wilkinson@puzzel.com
Puzzel is the leading European Contact Centre as a Service (CCaaS) Vendor (Frost & Sullivan Frost Radar). We are headquartered in Oslo, Norway and have offices in the United Kingdom, Bulgaria, Denmark, Finland, Sweden and the Philippines.
We have delivered Cloud based CCaaS solutions for over 20 years, and have been in the UK market for 13 years. Our business is built on innovation and customer care, which is reflected in an NPS score of 37. The creators of the NPS metric, Bain & Company, say that in the CCaaS/SaaS market an NPS score above 0 is good, anything above 20 is great, 37 is simply world class.
We partner with some of the largest Housing providers, including members of the G15 with over 100,000 homes, through to smaller providers with a few thousand homes. In total, over 483,400 tenants in the UK contact their provider via a Puzzel provided channel. Local Government and Housing are two of Puzzel’s key focus areas as a business, and as a result our customers in these markets benefit from working with a partner that is continually developing the product to address their major and emerging challenges.
We asked: What do you bring to Social Housing and the customer, the tenant?
They said:
Puzzel’s Omnichannel Contact Centre solution allows Housing providers to centralise all communications channels in a single user interface. This allows tenants to choose the channel that best suits their needs (voice, web-chat, SMS, WhatsApp, Social Media, Trustpilot and Live Video), but crucially allows the provider to easily manage and report across all channels to deliver consistent experiences.
Where required, a tenant can seamlessly transition from one channel to another, whilst maintaining the context of their enquiry. Live Video to remotely fix and diagnose repair reports is a powerful example of this, as the Agent can introduce video to get ‘eyes inside the home’, which in turn improves the fix on first visit rates, reduces repair waiting times and the cost associated with home visits that do not result in completing a repair. In addition to core Contact Centre features, Puzzel has a strong AI capability which reduces call volumes via self service voice bots and chat bots, allowing tenants to self-service rent balance enquiries and other common requests 24x7x365 without spending time waiting on hold. This allows providers to respond more quickly to complex enquiries and focus on supporting vulnerable tenants. AI is also used to help Agents to resolve tenant enquiries more effectively with AI Powered Knowledgebase and other functionality, reducing the amount of times a tenant is transferred or needs to call back. The Puzzel platform offers an OpenAPI architecture to integrate CRMs and Housing Management Systems, which speeds up interaction processing time, reduces call handling time and queue wait time for tenants. Over and above this, the Puzzel platform can ingest alerts from IoT devices that measure movement, temperature and moisture levels in the tenants home, before creating an event in Case Management and triggering alerts internally and/or to tenants via SMS to discuss, diagnose and ultimately resolve damp and mould cases quickly. This integration capability is a great example of how Puzzel’s platform makes homes safer for tenants, whilst reducing operating costs for providers to allow them invest more budget in building more homes and addressing the housing crisis in the UK.