Anchor Trust is the largest not-for-profit provider of housing, support and care in England. With a purpose of improving the lives of older people, Anchor Trust has a vision to be the first choice provider of support and care services for older people.
Anchor Trust continually seeks to innovate and find ways to provide an even better customer experience. It was decided to pilot a new approach to managing the customer experience at the Laureates, a purpose built development in Leeds, which was set to open. Innergy, with their expertise and experience in the field of increasing customer retention and new customer acquisition through service, were invited by Gill Bruton, Head of Support Services at Anchor Trust, to shape and support the process of creating something very special.
Innergy introduced a best practice, proven framework for shaping, developing and driving up the quality of the customer experience. This was tailored with the management team to ensure that it aligned all process and policies, and fit culturally within the organisation.
Service standards and the customer journey were reviewed and recreated in a way that enabled visibility and engaged employees.
Recruitment processes were radically changed to ensure that the team, all of whom were external hires, had the right attitude to be able to deliver a fantastic service.
Innergy workshops were attended by all employees to:
Communications, including visuals were developed, and served as management tools for continually and systematically driving up a fantastic customer experience.
"Innergy are a highly engaging, enthusiastic and knowledgeable team to do business with. They have an ability to quickly grasp the business issues and apply creative thinking to deliver practical and effective solutions. The approach to the delivery of quality services and service standards would be an asset to any business."
Gill Bruton - Head of Support Services