Case Study: Karbon Homes transforms customer experience and digital adoption with Baringa

Karbon Homes raises digital adoption to 40% with Baringa

Karbon Homes, a housing association in the North East of England, faced challenges with fragmented customer journeys and low digital adoption following a period of growth. After a merger, only 5% of repairs were logged through its customer portal. To move from being a good organization to a great one, Karbon engaged Baringa as its transformation partner for its Good to Great programme.

Baringa implemented a new approach, introducing Agile ways of working with squads and sprints to deliver a cohesive three-year transformation roadmap. This new method improved communication, sped up decision-making, and quickly increased digital adoption rates to 40%. The partnership with Baringa provided Karbon with a clear roadmap and new operational confidence, positioning them to deliver a better experience for customers and colleagues at scale.

Karbon Homes