Case Study: Homes for Students improves omnichannel customer care with Netcall Liberty Converse

Flexibility to Seamlessly Scale to Deliver Customer Care that Meets Gen Z Expectations

Homes for Students, which provides housing for more than 55,000 UK and international students across 200-plus properties in 55 UK cities, needed a contact centre that could keep up with rapid growth and increasingly complex student needs. Its existing system lacked the analytics and flexibility needed to understand customer engagement patterns, and it wanted to reduce reliance on costly third-party cover during peak periods such as university clearing.

Homes for Students chose Netcall’s Liberty Converse contact centre solution to bring calls, emails and web chat into one place, add chatbot support, and provide real-time analytics and smarter routing. With Netcall, the company can now handle more than 2,000 calls in a day, answer or offer a call-back for 100% of calls, and manage 150k enquiries per year through a single system, while also achieving a 4.5 out of 5 customer satisfaction score.

Homes for Students

Lee Rawlinson

Director