We’re delighted to announce that, together with Clarion Housing Group, we have won yet another Sitecore Experience Award.
Selected from more than 140 submissions, our work with Clarion Housing Group has been recognised as one of the best innovations with emerging technologies in the Sitecore Experience Awards 2021.
About the project
Clarion Housing Group provides good quality, affordable homes and neighbourhoods to people failed by the market. With 125,000 properties and more than 350,000 residents, it’s the largest housing association in the country.
With 70% of their transactional customers accessing their services via mobile devices and a poor existing mobile experience, along with objectives to drive cost savings throughout the business with a channel shift from call centres to digital self-service, Clarion needed a new online account product to allow customers to manage their home via the device of their choice, including easy ways to make payments, update details, request repairs, and get in touch.
In order to provide customers with a seamless digital experience, Codehouse configured complex integrations between Clarion’s back-office systems, third parties, and payment providers. This enabled a fully-automated and easy-to-use self-service experience, reducing the need for users to interact with call centres and customer service personnel – particularly through the introduction of LiveChat and chatbot – and ultimately helped to meet Clarion’s channel shift objective.
Clarion customers now have a highly personalised digital experience, with their data providing invaluable insight into trends and service requirements, used to tailor the end-user experience.
Clarion’s new website is meeting all their objectives. It has significantly boosted engagement levels with their customer base, increased service levels, improved the mobile experience, and driven considerable channel shift.
Within just 6 months of launch, the new site delivered 13,000 new registrations – a 30% increase from 34k to 47k. Payments through the new site increased from 57% to 80%, boosted by the Covid-19 pandemic, but also thanks to the improved customer experience, especially on mobile. The new site also delivered a 1% increase in online resolution of customer cases. Not only this but Clarion’s TrustPilot rating has improved over 2 points – from 1.4 to 3.8 – thanks to the introduction of LiveChat support.
We are delighted to receive yet another Sitecore award for our work for Clarion. As the largest housing association in the country, with hundreds of thousands of customers, delivering a seamless and improved digital customer experience, especially via mobile devices, was vital. We look forward to continuing our work with Clarion and delivering even better experiences and better results in the months and years to come. Claus Rasmussen, CEO, Codehouse
About the Sitecore Experience Awards
The Sitecore Experience Awards 2021 recognise brands that have built truly customer-centric digital experiences with Sitecore technology. The SEAs are awarded to Sitecore customers and their partners whose entries clearly demonstrate their Sitecore solution is delivering ground-breaking customer experiences and great overall value to their business.
We have some of the most innovative customers and partners in the world leveraging our platform to implement digital-first strategies that dramatically enhance the consumer experience. They recognise that digital has become ingrained at every level of the customer experience. It is more than a key component for organisations that want to move beyond the status quo – it is absolutely essential to any brand that wants to make those experiences even more immersive and impactful. We are proud to honour their achievements with this year’s Sitecore Experience Awards. Lee Miles, Chief Customer Success Officer, Sitecore.
Want to learn more?
If you’d like to learn more about our work with Clarion Housing Group, or more about Sitecore and how it could help your organisation provide incredible digital experiences for your customers, boost satisfaction, and drive results, then just get in touch.