Case Study: Bolton at Home improves 24/7 resident support with Futr

Kickstarting Digital Transformation with Bolton at Home

Bolton at Home, one of the largest housing associations in the North West of England, was beginning its digital transformation with limited self-serve tools and a heavy reliance on telephony-based contact centres. The team wanted to improve customer experience, offer more channels and choice, reduce call wait times, and provide residents with immediate support in their own language, including an out-of-hours service. Futr provided Automate and Live Chat to help meet these goals.

Futr implemented a conversational chatbot that lets residents self-serve 24/7, access support in 100+ languages, and get signposted to further information when needed. The results were strong: 30% of queries were handled outside 9–5 hours, the chatbot answered 15,312 questions on an annualised basis, and it supported residents in 11 languages including English, Farsi, and Polish. Futr also gave Bolton at Home useful insight into common resident questions, helping shape future content and improving accessibility.

Bolton at Home

Warren Brierley

Head Of Customer Experience