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As an industry-leading, social business, Bromford needed to keep ahead of the evolving needs of its customers. The housing association made the decision to transition from providing simple customer service via social to making the best of digital channels, building a strong, two-way relationship and encouraging customer advocacy.
Historically, Bromford used its social channels to broadcast but as technological changes came about, Bromford sought to decentralise its social media activity and embed social firmly in its customer service practices. To do this, it needed a solution that could deal with high volumes of incoming messages, whilst still maintaining that personal approach.
Orlo’s integration with Microsoft Dynamics 365 empowered Bromford to provide the best customer experience possible. A full view of who they are talking to and their past interactions with Bromford enables an agent to add value and respond in a more personal, human manner. Agents are able to deal with enquiries immediately, providing a resolution as quickly as possible, in the right way, on the channel the customer has chosen.