Overview
Home Group, a housing association with homes & services across England & Scotland, want to make it as easy as possible for their customers to find support if they need it, especially if they’re finding it difficult to make ends meet. This includes support from Home Group itself and from other organisations, with personalised support options based on each customer’s individual situation.
Since implementing The Bot Platform, Home Group has launched bots that touch multiple business areas. The first is the creation of their “Help for Customers” bot, which directs customers to internal and external support resources, enhancing their access to assistance. The second is their “Your First Year at Home Group” bot, which transforms the onboarding process for new employees, providing step-by-step guidance throughout their first year and ensuring a smooth integration into the company.
Bots in Action
Although very different use cases, both of these bots serve the same goal – improving and streamlining the employee experience at Home Group. Their “Help for Customers” bot guides colleagues through a standard process to gather information on what customers have applied for and helps maximise the support they receive. Their “Your First Year at Home Group” bot improves the onboarding experience for new employees by guiding them through each stage of their first year, starting from their very first day.
Impact
Home Group’s Help For Customers bot makes it easier for people to get the help they need, with 88% of users finding and applying for additional support they didn’t know they were eligible for. By equipping support teams with this tool, the bot ensured people received the full range of assistance they were entitled to.
Since launching their ‘Your First Year at Home Group‘ bot, more than half of Home Group’s entire colleague base has engaged, showing how the bot has become a core business process fundamental to their organisation. This tool not only supports new starters, but it also helps managers and HR teams gather actionable insights that help Home Group continually improve their onboarding process.
What our customers say
“The bot has been a huge success! We’re looking forward to working more with our customer and communities team to develop it further and make it even more useful for our colleagues and customers.”
