Digital first: introducing innovative customer services

To coincide with Digital Housing Week – a chance to come together and champion the sector’s innovation – we have launched our new customer portal, My Radian.

Embracing a digital culture, our portal will play an essential role in our customer service delivery and transform the way we reach the people we serve. Giving users more autonomy, My Radian can be accessed 24 hours a day, seven days a week, and accessed from home which is key during this challenging time.

My Radian was produced in collaboration with our partners Hallnet, enabling it to be designed with our customers in mind. With a good understanding of how our customers like to access services, we were able to shape the portal with these in mind. Our customers were a huge part of the process, and we conducted surveys to best understand what features they would get the best out of.

On My Radian customers will be able to efficiently book repairs which will then forward plan the operation of delivery by geography, skillset and parts enabling us to assign the work automatically. The creation of the portal has been delivered entirely during began the government’s directive to stay home and has not been slowed down due to our passion for embedding a digital culture.

Our dedicated team of Project Managers, Change Agents and IT colleagues have brought the portal to life under unusual circumstances proving it’s more important than ever to have a strong digital customer service offering. Our digital transformation doesn’t stop here either, and we will continue to add more functionality to the portal – and our wider services – enabling us to serve customers 24/7. Sam Leigh, Radian Group’s Chief Operating Officer, said:

“At Radian Group we are passionate about becoming a digitally-minded organisation because we know that we can offer a fuller, more comprehensive service by thinking digital first. My Radian, our intuitive new customer portal, will allow our customers to request services and access information quickly and from home and is just one step in the many we are taking to digitise the way we work.

“We know that many of our customers utilise online platforms and that by doing so they can save time and money, so it makes sense for us to adopt new modes of working and introduce new platforms too. I am proud that we have continued high levels of customer service during this time, which has been underpinned by our commitment to being more digitally-minded”