My Account Channel Shift Case Management
To Learn More About My Account Channel Shift Case Management
What is My Account Channel Shift Case Management?
A My Account Channel Shift case covers the landlord’s structured effort to help a resident adopt the Customer Portal (My Account) so that routine transactions — reporting a repair, paying rent, tracking a case, updating household details — happen self-service, at the resident’s convenience. Effective channel shift reduces call volumes, frees officer time for complex cases, improves out-of-hours service and cuts cost; but only if supported with digital-inclusion support for residents who are not yet online.
My Account Channel Shift — End-to-End Workflow
- Logged — channel shift case opened automatically on tenancy start, or manually where a resident would benefit, into Propsys360.
- Acknowledged — resident contacted with portal benefits, registration options and any digital-skills support available.
- Investigated — resident’s digital confidence, device access and support network captured; any accessibility requirements noted.
- Actioned — portal registration completed, first self-service actions demonstrated (repair report, rent balance), support referrals placed if needed.
- Resolved — resident actively using My Account; reduced call-handling reliance for routine transactions.
- Closed and learned — case closed; adoption and transaction-type KPIs feed wider channel-shift strategy.
My Account Channel Shift Case Management in Propsys360
- One record, one version of the truth — every My Account Channel Shift case lives in a single record in the Propsys360 Case Management module, built on Microsoft Dynamics 365, replacing parallel spreadsheets, shared inboxes and chased email threads
- Linked to the Case Management ecosystem — Tenancy Management for the tenant, all operational modules for self-service transactions, Welfare Benefit Referral for digital-inclusion support, and Customer Portal as the target channel — so the my account channel shift context is visible without hunting across systems
- Stage-driven workflow — resident onboarded, supported and actively self-serving — with due dates, reminders and automated escalation when timescales slip
- Every interaction on one timeline — calls, emails, SMS, portal messages, site visits, photos and documents attached to the same case record
- Reporting and oversight — live dashboards by team, patch, officer and case age; regulator-ready evidence on demand for the Regulator of Social Housing and Housing Ombudsman
- Resident-facing self-service — residents can raise, update and track their my account channel shift case through the Customer Portal, cutting inbound calls and speeding resolution
- Microsoft-native and secure — single sign-on, role-based access, UK-hosted data, full audit trail; works where your teams already work, in Outlook, Teams and the Dynamics 365 app
Teams Helped by My Account Channel Shift Case Management
Contact Centre / Customer Service Advisor — offers portal registration on every routine call; the resident can then do the same transaction next time without waiting.
Housing Officer / Tenancy Management — picks up digital-exclusion risk on patch and links residents to support early, protecting tenancy sustainment.
Digital Channel / Customer Experience Lead — measures adoption and transaction volumes per resident cohort; runs targeted campaigns backed by live data, not blanket mailshots.
Team Leader / Service Manager — dashboards show open my account channel shift cases by age, stage and patch, so escalations are surfaced early and evidence is ready for monthly performance packs and regulator submissions.
Head of Housing / Director — one trusted data source across my account channel shift and the wider Case Management ecosystem, giving board-level assurance that statutory timescales, resident outcomes and compliance duties are being met.
Propsys360 Housing Management System
- Integrated
- Seamless
- Modular
- End-to-End
Propsys360 empowers social housing with streamlined property operations, advanced technology, and focused resident support through a comprehensive housing management system, integrating property management software and tenant management solutions for future-proof housing management.
Service Charges
Automate service charges with cutting-edge property management software for rental properties, improving transparency, boosting tenant trust, and enhancing efficiency.
Unified Regulatory Reporting Tool
Streamline reporting, ensure compliance, enhance governance with real-time reporting and document management software, enhancing governance with Propsys360.
Repairs Management Module
Efficiently handle repairs with rental property management software to protect property value and enhance tenant satisfaction.
Asset Management
Leverage asset management software to centralise data, improve regulatory compliance, and enhance operational efficiency seamlessly.
Case Management
Enhance governance with case management system software to streamline operations and boost tenant satisfaction.
Sales, Lettings, Allocations & Voids Management Module
Manage sales, lettings, allocations, and voids with comprehensive tenant management software, reducing vacancies and enhancing tenant communication.
Contractor Portal
Improve collaboration with contractors using contractor management systems, ensuring real-time updates and performance analytics.
Payment & Arrears
Utilise landlord accounting software and AI-driven payment systems for proactive arrears management, empowering tenants with seamless solutions.
Customer Portal
Transform tenant experiences with customer management software, offering a modern, tenant-focused housing service portal.
Damp & Mould
Manage damp and mould issues efficiently with property maintenance management software, integrating IoT for better control.
Stock Condition Survey
Revolutionise property insights with advanced housing management software for property condition surveys and analytics.
Tenancy Management
Streamline operations with property management software for landlords, ensuring regulatory compliance and improving tenant engagement.
Our Clients
What Our Customers Have To Say
The Neo Technology model allows us to scale our development capacity, accelerating our transformation programmes while future-proofing our business while achieving substantial industry cost savings.
Their integrated agile project teams deliver across a range of business requirements in partnership with our Product Owners, such as System Enhancements, Data Integration & Cloud Migration, enabling Notting Hill Genesis to accelerate our digital transformation goals.
In partnership with Neo Technology, we have enhanced this solution by leveraging the capabilities of Azure Integration Services. This integration enables seamless agent engagement and efficient work status sharing between the Omnichannel system and our SaaS-based work allocation platform.
The successful deployment of this solution has significantly increased transparency and improved the operational efficiency of our contact centre, allowing us to deliver greater value to our customers.
This achievement was made possible through the expertise and dedication of Neo Technology. We extend our sincere thanks to Neo Technology for their invaluable support.
