At Yorkshire Housing we’re always working to improve the way we work and deliver the best service. At the start of 2020 we launched our new business strategy which included plans to move to flexible working. When Covid-19 hit, we all had to hit fast forward on these plans and adapt to a whole new way of working.
Our customer experience centre was quick to react to the changing situation. In April 2020 we invested in a new system powered by injixo to manage colleague shifts and resource. We wanted to become more efficient and get going with agile working. And, that’s exactly what the new system did.
From a resource and planning point of view, it really transformed the way we work. The manual tasks that used to take up a lot of our time are now automated. So, now we’ve got more time to help customers and move the business forward – a win for all involved! We’ve also been able to apply resource more efficiently and lower our overhead costs.
The injixo system is simple to use and colleagues can login, see their shifts, break times and holidays in just a couple of clicks. In the future, we’ll be able to give colleagues more control over their own shifts so they can choose a work-life balance that suits them.
The business has evolved so much over the past year and so has our customer experience team, thanks in part to our new system. It helped us to work more efficiently when there was considerable upheaval. Because we started using the technology early on in the pandemic, we could respond to team changes quickly and improve our customer service at the same time. And on top of this, the business and our customers and our colleagues reaped the rewards of flexible working.
We’re really happy with the progress we’ve made over the past 12 months and I’m looking forward to seeing what we can achieve in the next year and beyond. We’ll continue doing what we can to achieve our vision of excellent customer service. And we’ll do this by being proactive and constantly adapting how we provide customer service.
It turns out that our efforts on this project haven’t gone unnoticed. The resource team has been shortlisted as finalists for the Supplier Client Partnerships award at the 2021 Forum Awards. The award recognises the value of partnerships and collaboration in technology and showcases successful initiatives that make operations great for colleagues and customers. We’re excited to be finalists for the award and look forward to finding out if we’ve won at the awards ceremony on 23rd April. Keep everything crossed for us!
Matthew Eccles, Resource Planning Manager