HOME GROUP: REDEFINING CUSTOMER EXPERIENCE

Delivering a new and improved digital experience to Home Group’s customer groups enabled them to quickly find the information they are looking for through online search and complete their transactions online. This substantially reduced the workload caused by repetitive queries for the not-for-profit organisation, which in turn allowed it to focus more time on customers who are in greater need of help.

Engagement

486%

Increase in Online Interaction With Repairs Section Year-on-Year

Satisfaction

82%

Of Users Who Sent Feedback via ‘Help Us Improve’ Said They Found the Information on the Website Useful

Adoption

33%

Increase in Digital Contact Method vs. Non-Digital Contact Year-on-Year

Engagement

486%

Increase in Online Interaction With Repairs Section Year-on-Year

"Mediaworks is a fantastic partner to consult with. Their breadth of expertise and design with data approach allowed us to better guide our customers towards self-serve methods. “This was a strategically-significant investment for Home Group. The project set out to relaunch our online experience to encourage our stakeholders to adopt our digital channels and prioritise high-volume enquiries so they could easily be found through online search and answered through an intuitive experience".

Jo Hamilton, Home GroupHead of Digital

When you’re the leading provider of high-quality housing, health, and social care, freeing up your people’s resources and providing them with a more dedicated focus to support vulnerable groups is crucial.

Delivering a channel of choice strategy that helps customers to answer questions by simply typing them into their phones can save an organisation thousands of hours of support time and deliver a fantastic customer experience.

Mediaworks worked closely with Home Group and its stakeholders to reimagine its customer experience, driving efficiencies by increasing its digital contact method by 33% in comparison to the previous year. The new digital experience incorporated improved navigation informed by customer focus groups. It also included a data-driven design that contained personalisation tools that deliver user-specific content to the customer dependent on where in the UK they are located. This resulted in an increase in online interactions with the repairs section of the website by 486% on the previous year.

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