Member Article

The Hyde Group appoints Voicescape as part of customer-driven strategy

The Hyde Group, one of the UK’s leading providers of affordable housing, has partnered with Voicescape as part of its long-term customer-driven strategy.

The award-winning housing provider and member of the G15, will implement Voicescape’s innovative Caseload Manager, together with its Collections solution.

Caseload Manager is a unique tenant engagement software that combines Artificial Intelligence, automation, data science and behavioural insight, taking a ‘risk-based’ approach to arrears management. It will help Hyde to reduce arrears, drive up vital income that can be re-invested into new and existing homes, and enable Hyde’s Income Officers to spend more time with customers, in order to better understand their circumstances, and tailor an approach to arrears management.

Matt Ostler, Head of Income at Hyde, said: “Our long-term ambition is to champion a truly customer-driven approach. We want to build trusting relationships with our customers, treating them with empathy and understanding, so we can engage in more positive and meaningful ways.

“This ambition will, in part, be delivered by improving our systems to create modern service choices that fit with individual customers’ lives. Our partnership with Voicescape is a significant step forward in helping us to realise our ambitions.”

By intelligently identifying risks associated with each tenant, and then intervening proactively, Caseload Manager minimises the generation of new caseloads presented to officers for action, saving hours of manual work. And, unlike a conventional ‘rules-based’ system, Caseload Manager is flexible, self-learning and evidence-based, meaning it continually gets more accurate in its recommendations.

Peter Hudson, Sales Director at Voicescape, commented: “It’s clear that customers sit at the very heart of every decision and action made by Hyde. This unwavering commitment to putting the customer first is driven by a vision to provide a great home for everyone, while working hard to improve services for customers and supporting communities.

“We’re delighted to be working alongside Hyde to help them deliver on their mission and we firmly believe that by harnessing the power of behavioural insights, data science and digital technologies, the organisation will achieve its aim of improving services, which will in turn have a positive impact on customers’ lives.”

This was posted in Bdaily's Members' News section by Ian Jones .