Accolade is a housing corporation with about 40,000 customers and 17,000 rental houses. To better serve customers and meet their wishes amid pressure in the housing sector, Accolade is optimizing customer service in three steps: 1) Setting up a new customer service center; 2) Connecting the center efficiently within the organization; 3) Connecting customers to the organization. As part of step 2, Accolade implemented a social intranet linked to the customer service center software, instead of traditional workflow software, to support its values of entrepreneurship, responsibility, cooperation, transparency and lack of bureaucracy.

2. SOCIAL INTRANET
IN THE
PRIMARY PROCESS

3. Agenda
1. About Accolade
2. Ambitions and Challenges
3. Our approach
4. Our Social intranet

4. 1. ABOUT ACCOLADE

5. Housing in 5 towns
About 40.000 customers
17.000 rental houses
200 employees

6. 2. AMBITIONS AND CHALLENGES

7. The challenge:
1. Housing sector under pressure
2. Ambition to uphold our vision:
‘helemaal je eigen plek’
And to still meet our customer’s wishes
This requires a shift in the organisation of
customer service

8. 3. OUR APPROACH

9. Optimalising our services in 3 steps:
1. Setting up a new Customer service centre to
manage customer contacts from all
communication channels
2. Connecting the Customer service centre
efficiently within the organisation
3. Connecting the customer with the organisation

10. Step 1 – Setting up the Customer
service centre
1. Converting 5 housing offices with respective
maintenance departments to a single
Customer service centre
2. Establishing software for omni-channel
customer contact
3. 80% of cases resolved in front office
4. Start online customer services
Completed December 2012

11. Step 1 – Results 2013
Number of contact moments: 60.000
Number of online transactions: 7.000
Number of tasks sent to back office:
13.000 (21%)

12. Step 2 – Connecting the Customer
service centre within the organisation
1. Establish software that hands out
assignments when others people’s input
was needed.
2. No bureaucracy, but in line with our values:
Entrepreneurship, responsibility,
cooperation, appeal, transparency

13. Step 2 - Social intranet
Accolade wasn’t looking for a social intranet,
but:
1. Traditional workflow or Task-based
approach software did not fit our values and
ambitions
2. A social intranet linked to Customer service
centre-software turned out to be the ideal
solution
Completed May 2014

14. Stap 3 – Connecting customers with the
organisation
1. Continuous process optimalisation,
supported by reports to provide insights for
everyone
2. Connecting the Customer Portal to the social
intranet
Scheduled for early 2015

15. Step 3 - Overview

16. 4. OUR SOCIAL INTRANET

22. 4b. CASE: CANCELLING RENT

33. ANY QUESTIONS?