Bernicia Leads the Way in Cloud-Based Housing Repairs with Salesforce
Bernicia has become the first housing association in the UK to deliver end-to-end repairs services through Salesforce’s cloud-based, nonprofit solution—setting a new industry benchmark for streamlined, automated housing repairs.
Transforming Repairs with Salesforce Field Services
All electrical repairs at tenants’ homes are now managed through Salesforce Field Services, enhancing the customer experience with seamless, automated processes. By this summer, all responsive repairs will transition into the system, delivering key benefits such as:
- A full 360° CRM system with automated workflows, ensuring proactive management and a frictionless tenant experience.
- Enhanced communication with real-time updates throughout the repair lifecycle, including enroute messaging, so tenants know when engineers are on their way.
- Self-service scheduling, allowing tenants to easily reschedule or cancel appointments through embedded links in confirmation and reminder messages.
- On-site follow-up bookings, where engineers can schedule return visits directly from the tenant’s home—offering greater convenience and faster service delivery.
A Customer-Centric Digital Transformation
In 2023, Bernicia reinforced its commitment to tenants by launching a multi-year cultural development program, supported by a £4 million investment in world-class technology.
By listening to customer feedback and leveraging data-driven insights, Bernicia has aligned its new digital repairs service with tenant expectations and evolving habits.
Andrea Malcolm, Deputy Chief Executive at Bernicia and project sponsor, stated:
“The introduction of Field Services marks a major milestone in our journey to customer service excellence. The dedication and expertise of our team have been outstanding, creating an incredible momentum across the business. We’re excited to see the real difference this will make for both customers and colleagues.”
Jude Comber, Account Executive at Salesforce Nonprofits, praised the project team, saying:
“The level of skill and attention to detail in this project is outstanding. Bernicia’s customer-first approach is a model for how to successfully implement a digital transformation.”
Strategic Collaboration with Alscient
Achieving this milestone was made possible through Bernicia’s partnership with Alscient, a multi-cloud specialist. Their expertise in Salesforce integration and digital transformation played a key role in designing and implementing the Field Services solution.
Salesforce: A Game-Changer for Housing Associations
Salesforce offers housing associations a single, integrated platform to streamline operations, enhance tenant relationships, and eliminate inefficiencies caused by data silos. By embracing cloud-based, automated solutions, housing providers can transform service delivery and drive long-term tenant satisfaction.
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