Case Study: Wheatley Group achieves unified omnichannel customer service and faster repairs with Verint Systems

Wheatley Group increased efficiency and reduced end-to-end processing time

Wheatley Group, Scotland’s largest housing, care, and community regeneration organisation serving over 120,000 people across multiple partner brands, needed a customer engagement platform to support ambitious growth. Facing a wide range of inquiries (payments, repairs, applications, complaints) across phone, web, email, SMS and local offices, the group also needed to consolidate multiple legacy employee applications to deliver consistent service and reduce handling complexity.

Wheatley deployed Verint’s Employee Desktop, Case Management, Knowledge Management and Web Self‑Service—creating a unified desktop (“ASTRA”) and process orchestration that brings disparate systems and scripts into a single workflow. The solution enabled a richer, more personalised omnichannel experience, faster and more efficient repairs handling, higher first‑contact resolution, reduced phone volumes via web self‑service, and a scalable platform to onboard new partners and subsidiaries.

Wheatley Group