The Guinness Partnership cuts costs and boosts efficiency through digital transformation with TTEC Digital and Microsoft

Background

The Guinness Partnership (TGP) provides affordable housing and care throughout the United Kingdom, serving over 140,000 residents across 70,000 homes. To enhance customer experiences and improve delivery, TGP sought to better manage customer journeys through digital transformation. Achieving this goal was challenging due to manual and fragmented processes, limited consistency across tools and delivery models, and overlapping data across multiple platforms.

Solution

TTEC Digital conducted extensive stakeholder envisioning sessions and identified more than 50 pain points, subsequently shaping a multi-phased targeted digital transformation roadmap. The team then implemented a scalable, automated bulk communication tool within Microsoft D365 as well as an integrated solution through Microsoft Dynamics 365 Case Management, featuring tailored business process flows, automated data capture, and seamless backend integrations using Azure API to streamline onboarding, re-letting, and tenancy management processes. 

Results

By replacing manual processes with integrated digital solutions, TGP has achieved significant efficiency gains, cost savings, and improved service delivery capabilities, as illustrated in the following results:

• 1,670 hours of manual work eliminated through automation
• Estimated savings of £25,000 on postage costs
• Processes that previously took a week now completed in 20 minutes
• Projected savings of £100,000 annually through reduced re-let times
• 3,000 cases going through end-to-end tenancy management experience