Digital Customer Experience -Tender ref EAST0756

Eastlight is interested in implementing an end-to-end digital customer journey solution. The aim is to streamline and enhance our customer interactions through seamless digital. Some of the reasons our customers may reach out to us are as follows:

• Finding a home (applications and lettings).

• Repairs reporting, diagnostics and appointments including compliance visits such as gas.

• Estates management, including proactive communications at block or scheme level.

• Contact and case management e.g. complaints, ASB, Damp & Mould.

• Tenancy management e.g. tenancy breaches, tenancy reviews and succession.

• Payments, including rents, service charges and arrears management.

2. Project Objectives

• Implement a comprehensive digital customer journey that covers all touchpoints from initial inquiry to tenancy management and beyond.

• Improve customer satisfaction by providing intuitive and user-friendly digital interfaces.

• Enhance operational efficiency by automating processes and reducing manual intervention.

• Enable better data collection and analysis for improved decision-making and customer insights.

• Ensure compliance with industry standards and data protection regulations.