Collaboration delivers fast, accessible digital engagement

The challenge

In the midst of the Covid-19 pandemic, United Welsh faced a surge in tenant needs. Traditional communication channels, especially phone lines, became overwhelmed at a time when pressure was high and timely support was critical. People needed help, from tenants facing redundancy and unemployment to those shielding or in a vulnerable position. The Customer Engagement team urgently needed a fast, accessible way to connect digitally with tenants, offering reassurance and practical help, all while working remotely.

The solution

United Welsh partnered with Orlo to implement a new digital-first communications approach. Within just two weeks, Orlo’s Unified Inbox and Live Chat functionality were rolled out, giving the team the tools to:

• Respond swiftly to tenant queries across social media and website channels.

• Manage messages from multiple platforms in one central location.

• Provide immediate, human support when people needed it most.

Until 2020, the Customer Engagement team were liaising with tenants via phone and email, with the Comms team managing inbound messages through social media.

In order to get a more rounded view of the comments and feedback the organisation received and to better manage digital comms, United Welsh’s leadership made the decision to implement Orlo, including its Live Chat feature, and fully onboard the Customer Engagement and Comms teams to enable seamless interactions with tenants across United Welsh’s digital channels.

Working just like an email inbox, Orlo’s Unified Inbox meant that the teams didn’t need to learn new ways of working and additional features within the platform, such as tagging, Snippets and sentiment tracking, have helped to really extend United Welsh’s communications options, allowing their tenants to communicate with them in the way that’s most convenient for them.

The impact

• 5-minute average response time via digital channels.

• 1,500+ tenants engaged during the peak of the crisis.

• Full Live Chat deployment in just two weeks, ensuring seamless support during the most critical period.

Thanks to Orlo, United Welsh’s Customer Engagement and Communications team, now collaborating on their digital engagement, delivered vital information and emotional support to their communities, maintaining trust and connection during one of the most challenging times in recent memory.

Lessons Learned

• Speed matters: rapid implementation of digital tools helped United Welsh meet immediate community needs.

• Simplicity wins: one centralised inbox gave the team clarity and focus in the midst of crisis.

• Digital resilience: investing in flexible communications channels ensured continuity and consistency through the crisis and beyond, setting up improved ways of working that have endured.