CT undertook a wide-ranging business transformation project for Thrive Homes.
Campbell Tickell undertook a wide-ranging business transformation project for Thrive Homes.
This included increasing digital services for customers and a wholesale review and re-implementation of the core operating model of the organisation.
We worked on the following:
Defining a new offer and ask for residents based on a tighter definition of the service to be offered, behavioural shift and increasing self-reliance;
Developing a digital transformation roadmap based on the core Aareon QL platform, First Touch customer self-service and mobile working platforms, and Kiron a DRS resource scheduling platform;
Undertaking customer journey mapping to redefine the customer experience within the new digital model, and to re-implement lean, workflow driven delivery processes;
Implementing a streamlined organisational structure with a focus on multiskilling, and development of business partners;
Alongside this, we reviewed existing organisational cultural and behavioural traits and developed a refreshed vision for both, based on promoting the new operating model