Case Study: United Welsh delivers fast, accessible digital engagement with Orlo

United Welsh delivers 5-minute digital response times with Orlo

United Welsh, a housing association, faced a surge in tenant needs during the Covid-19 pandemic that overwhelmed their traditional phone and email channels. They urgently needed a fast, accessible digital solution to provide timely support while working remotely. They partnered with Orlo to implement a new digital-first communications approach.

Orlo's Unified Inbox and Live Chat functionality were deployed within two weeks, centralizing messages from multiple platforms. This solution enabled United Welsh to achieve an average 5-minute response time and engage over 1,500 tenants during the peak of the crisis, providing vital support and maintaining trust.

United Welsh