Case Study: ForHousing improves tenant communication and contact centre reliability with Netcall Liberty Converse

How ForHousing transformed effective tenant engagement and efficiency with Liberty Converse

ForHousing, which owns and manages more than 20,000 homes across the North-west and an additional 6,000 properties for a neighbouring local authority, wanted to move its on-premises systems to the cloud and replace a fragmented contact centre setup. Its existing software handled calls, emails, and chatbot interactions, but it suffered from regular downtime and performance issues.

ForHousing chose Netcall’s Liberty Converse omnichannel contact centre solution to centralise communications and integrate with its CRM. The new setup added a menu-based chatbot for simple enquiries, screen-pop tenant information, and fully integrated workforce management, while removing the problems caused by downtime and desk phones. ForHousing said the change improved flexibility, efficiency, compliance confidence, and tenant engagement, with zero downtime and one screen view showing contextually relevant details.

ForHousing

Michael Beagin

Operations Support Officer