Accelerating technological advances and changing customer expectations have made digital transformation imperative. In the social housing sector, embracing new digital solutions can enable more data-driven decision-making and the delivery of better tenant experiences.
Digital transformation centres around integrating technologies that have the power to revolutionise tenant satisfaction. It’s not only about transitioning to new IT systems but also driving a wider cultural shift. When digital transformation is truly embraced, it brings a range of benefits:
- Increased tenant satisfaction, by empowering tenants to use online self-service portals.
- Improved operational efficiency through the automation of routine tasks.
- Streamlined housing management, using digital technologies and sensors to monitor and manage housing maintenance needs. Diagnostic tools using AI for instance, can be used to identify boilers and assist in their repair.
- Enhanced reporting thanks to automation tools that aid better data collection and analysis.
- Better communication between housing associations and tenants, by opening new digital channels to break down communication barriers. This can allow the capture of valuable feedback, allowing housing associations (HAs) to address tenant needs effectively.
What emerging digital transformation technologies are being seen in the housing sector?
Successful digital transformation is an ongoing process, and requires organisations to embrace new technologies and strategies.
Internet of Things (IoT)
The Internet of Things (IoT) describes devices and objects embedded with sensors that can exchange data with other systems through internet connectivity. This enables real-time monitoring to track the condition of properties, providing information about energy consumption and maintenance needs. It can support proactive maintenance, helping to improve the quality of housing assets and thereby boosting tenant satisfaction.
Artificial Intelligence (AI)
AI is taking the housing sector by storm, presenting new opportunities to improve customer experiences. One example is AI-powered chatbots, which can provide instant support and answers to queries, helping to free up internal capacity within housing associations. AI can support other manual tasks too, such as automating the analysis of tenant feedback for better customer insights.
Virtual/Augmented Reality (VR/AR)
Virtual reality (VR) and augmented reality (AR) have the potential to improve the way home buyers view and tour properties online. Presenting a more immersive, engaging experience, these technologies bring new convenience to prospective buyers and can shorten the sales cycle.
Ready to begin your digital transformation?
A huge part of digital transformation is remaining agile and ready to adapt to new technologies. The ways in which digital can enhance tenant experience in the housing sector are endless, but a cultural shift needs to take place. Consulting a housing specialist to drive digital transformation can help you navigate change and unlock new successes and opportunities in the sector.
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