Revolutionising customer care in the midst of the UK's housing crisis

Summary

StableLogic and Sovereign Network Group teamed up to complete a digital transformation of their customer care service, providing a sleeker and more scalable technology for one of the biggest providers of new homes in the UK.  

About the Sovereign Network Group 

The Sovereign Network Group (SNG) are one of the largest organisations in the UK responsible for the construction and management of more affordable homes in the South. With a focus on ‘design, quality and sustainability’, the SNG delivers around 2000 new homes every year and, as a not-for-profit group, they are playing a key role in dealing with the UK’s current housing crisis. 

The Objectives

As a growing organisation looking to enhance how they deliver their services, SNG looked to undertake a large-scale digital transformation project. With connections to over 200,000 clients, improving customer care and ensuring that their business was able to scale without disrupting service were two key objectives of the project. In order to achieve these two objectives, SNG required a complete overhaul of their Contact Centre solution, it’s functionality, and the delivery of the service.  

On choosing StableLogic, Sam Dart, Product Director at SNG, said the following:

Scope

StableLogic set out 4 key areas in which they would work to help realise SNG’s vision.  

1. Reviewing the existing contract - StableLogic provided unbiased, third-party advice on the current contract and which direction they could take. 
2. Understand the business requirements - Through careful consultation, StableLogic took time to get to know the exact desires and business objectives. 
3. Develop strategy - StableLogic created a bespoke roadmap and plan for the technological changes needed, taking into account the various products and services in place. 
4. Procurement - StableLogic facilitated the procurement process, from the initial specification to the contracting. 

More than just a consultancy 

Speaking further on the project, Sam noted StableLogic’s emphasis on creating a strong relationship with SNG to go beyond being simply a software provider: