Social housing office Accolade has used its new social intranet to drive efficiency and improve services to its customers. ‘Pluk’ supports frontline employees in dealing with customer queries, reducing time and increasing accuracy.
With extensive integration with the main customer contact (CRM) software employees can view customer information, Knowledge Base items and more. Difficult queries are assigned to other teams and individuals, and resolved using a mix of social tools and task management capability. The social intranet also drives general awareness and knowledge- sharing throughout the organisation.
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