Revolutionising customer care in the midst of the UK’s housing crisis
Sovereign Network Group is one of the largest UK organisations responsible for construction and management of affordable homes.
About SNG
Sovereign Network Group (SNG) is one of the largest housing associations in the UK, formed through the merger of Sovereign Housing and Network Homes. The organisation manages over 82,000 homes and is responsible for building approximately 2,000 new affordable homes each year.
The Challenge
SNG’s contact centre was struggling to keep pace with the needs of over 200,000 connected clients. Post-merger, the organisation needed to unify disparate systems, standardise processes, and implement a modern contact centre platform that could support a growing and increasingly diverse resident base.
The Solution
StableLogic was engaged to lead the contact centre transformation programme. This included technology strategy, platform selection, implementation oversight, and change management across the merged organisation.
The programme delivered a unified cloud-based contact centre platform, consolidating multiple legacy systems into a single, modern operation with improved routing, reporting, and self-service capabilities.
The Results
- Unified contact centre platform across the merged organisation
- Improved routing and first-contact resolution rates
- Enhanced reporting and visibility for management
- Self-service capabilities reducing call volumes
- A scalable platform designed to grow with the organisation