2025 #Raising Standards Virtual On-demand

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Published on 13 June 2025

2025 Awards Case Study: Reinventing customer service through innovation

The Guinness Partnership knew something had to change. Customer service teams faced pressure. Technology wasn’t fully used, and some processes felt outdated. It wasn’t about making small tweaks—it was about rethinking how they supported customers and their teams in a way that made a real difference.

Guinness is a major affordable housing provider in the UK. They manage thousands of homes, helping people to live independently. Their Customer Service Centre is at the heart of this, handling repairs, emergencies, and general enquiries every day. The team had always worked hard, but the reality was that some traditional ways of working weren’t keeping up with modern demands. Staff were stretched, processes were manual, and customers weren’t always getting the level of service they deserved.