The Riverside Group is one of the UK’s leading housing providers, and through their Home Ownership arm they manage properties on behalf of 4000 leasehold and shared ownership customers across 150 schemes.
To improve customer service and communication, and alleviate strain on their customer contact teams, they commissioned Prodo to develop a secure web portal through which residents can access news, information and services specific to their housing scheme.
Riverside also wanted a solution that would give administration users the capability to send out bulk mails to specific customers, categorise schemes and individuals, gather feedback data and cross sell services.
Increased operational efficiency through reduction in individual emails and calls
Increased accessibility and improved engagement with residents
Strong brand positioning and integrated social feeds
Working closely with the client we developed a central resource area for each scheme allowing quick updating and dissemination of information, and custom page alerts both universally, and at scheme level.
Customers are able to log in and consume information about their individual schemes. Examples of scheme-specific data include:
> Leaflets generated from housing officers.
> Section 20 Consultation demonstration notices.
> Service delivery page (dates of visits, what services > schemes get, attached specification documents).
> Environmental data.
> Waste collection services (pick up times/dates).
> Asbestos reporting and documentation
> Finance documentation
Repairs and cyclical maintenance
The design is fully responsive enabling the content to change scale and content based on the user’s device.
We developed a board to set out our ideas, creative inspiration, brand adherence, image usage, transitions and behaviours.
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