Case Study: Sovereign saves 10 hours a week on manual tagging with Wordnerds

How Sovereign saved 10 hours of manual tagging per week while staying ahead on tenant satisfaction

sovereign, a housing provider for over 130,000 residents, was overwhelmed by the high volume of tenant feedback they received across multiple channels. They needed to analyze this unstructured data to improve tenant satisfaction and conduct root cause analysis but found the manual process was consuming too many resources. They partnered with Wordnerds to tackle this challenge.

Wordnerds provided an automated text analysis solution that integrated with sovereign's existing systems, including surveys and live chat. This implementation saved the team ten hours per week on manual tagging and delivered insights directly to their BI tool for reporting. As a result, sovereign was able to quickly implement service improvements, such as changes to their Repairs service, and now uses Wordnerds as an integral part of their root cause analysis.

Sovereign

Howard Jones

Head of Customer Feedback and Insight