Collaboration

Until 2020, the team were responsible for liaising with tenants via phone and email, with the Comms team managing inbound messages from social media. In order to get a more rounded view of the comments and feedback the organisation received and to better manage digital comms, the decision was made to implement Orlo, including its Live Chat feature, and fully onboard the Customer Engagement and Comms teams to enable seamless interactions with tenants across United Welsh’s digital channels.

Working just like an email inbox, Orlo’s Unified Inbox meant that the teams didn’t need to learn new ways of working and additional features within the platform, such as tagging, Snippets and sentiment tracking, have helped to really extend United Welsh’s communications options, allowing their tenants to communicate with them in the way that’s most convenient for them.