Alscient addressed these requirements in a phased approach.
We initially held a series of discovery workshops to ascertain the full set of requirements. A design document was then provided to capture the full set of requirements. Following sign-off of the design, functionality was built out over a series of sprints. End user feedback was provided throughout in the form of show and tells. Following a period of system testing the solution was then handed over for user acceptance testing (UAT). Following successful completion of UAT and end user training the system was made live.
A branded web page was provided to allow tenants and members of the public to provide comments and compliments. A web chat facility was also provided to allow chat interactions to take place. Existing mailboxes were also mounted across to Salesforce to allow Cases to be created upon receipt of emails. WhatsApp and SMS capability was also delivered (for future rollout in the future). The solution also allowed for survey requests to be sent out following closure of the Case. Finally, a real time integration was built with QL (the existing housing management system) to push changes to customer and housing information directly through to Salesforce. Details of Cases held in Salesforce were also synchronised back with the housing management system to avoid the need to double key information.