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White Paper - Business case for moving services online

Achieving operational cost saving by moving services online, often known as 'channel shift', is considered critical to addressing reductions in rental income as well as playing an essential part in service improvement - allowing customers to deal with your organisation easily and conveniently, at anytime, from anywhere.

A free of charge white paper that highlights the many commercial benefits and considerations for investing in channel shift activities can be downloaded in the Related Files section here ⇒

To provide a summary of some of these benefits, which are already being achieved by some landlords: 

  • Improved customer services that are available 24/7
  • Significant reduction in communication costs
  • Liberation of office space, allowing staff to work more flexibly
  • More effective delivery of services off-site and in the customer’s home
  • Significant efficiencies in the repairs process 
  • Reduction in paper and postage costs
  • Improved, real-time business intelligence
  • Increased customer engagement and participation
  • The ability to reach and attract a wider range of customers
  • Reduction in void times
  • Automation of the entire property sales/application process
  • Automation of the lettings process and resulting increase in private rentals
  • Improved security and ability to demonstrate a full audit trail
  • Increased revenue through improving ability to collect service charges and sell additional services

Figures published by the Government in the 'Digital Efficiency Report' as to the potential scale of savings from moving services online are shown below:

Channel Shift Data

Should you want further information on how these benefits are being achieved, please