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  1. Our Work
  2. The Property Ombudsman (TPO)

The Property Ombudsman

From manual processes to a self-managed members platform.
Overview

The Property Ombudsman provides a fair and impartial service to the property industry, backed by a knowledgeable team. But behind that service sat a membership management process that was largely manual and prone to error. TPO partnered with Novicell to change that. Working closely with members through a discovery phase, the two teams defined what a successful members platform needed to do: give members a secure, easy way to view and update their own data, while also giving them a clear overview of any complaint and where it stood in the process.

The Challenge

TPO's previous system relied on manual processes, and that created inefficiency at every step. Membership data needs to be continually updated, refreshed and confirmed to stay accurate. Managing that through old systems and spreadsheets left plenty of room for tracking errors to creep in. At the same time, members typically only had reason to contact TPO when they had a complaint, and what they wanted most in that moment was visibility. Without a way to check progress themselves, that visibility could only come through direct calls and e-mails.

What we did

Novicell and TPO built an integrated members portal, giving members 24-hour access to their account information and complaint status. The portal was designed to be user-friendly, on-brand and genuinely useful to members, with: - A clear dashboard where members can view and edit their own data - A complaints overview that gives a clear indication of status, filterable for corporate members - Guides and content that add further value beyond the core account tools

Results

Solution consists of

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    Self Service

    Fewer direct calls and e-mails, as members can find what they need in the portal

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    Financial Management

    Better financial management internally, thanks to more reliable data

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    Retention

    Higher retention, driven by clearer, more accurate information for members