For one of the world’s largest social housing providers—a state government agency managing over 120,000 properties—outdated workflows were holding back their mission. Client Service Officers (CSOs) were spending valuable hours on paperwork instead of serving tenants who depended on their support for long-term subsidized rental housing.
These CSOs faced a frustrating reality: every tenant visit meant returning to the office to manually process stacks of paperwork and dig through internal CRM systems for critical information. This paper-based approach created bottlenecks that delayed services, introduced errors, and prevented CSOs from spending time where it mattered most—with tenants who needed to discuss their personal and financial circumstances.
The agency needed to transform how CSOs conducted their work in the field, but the solution had to account for the complex, sensitive nature of social housing services while integrating seamlessly with existing business systems.
Concentrix partnered with the region’s telecommunications provider to develop a fully integrated mobile case management software solution that would revolutionize field operations. Through an extensive Experience Definition process, the team uncovered over 300 unique requirements by studying how CSOs actually worked and what they truly needed to serve tenants effectively.
The design phase was anything but conventional. User Experience-led activities, technical sessions, and co-design workshops brought together Subject Matter Experts and working group representatives from across the state. Our collaborative approach ensured the solution addressed real-world challenges through iterative feedback and hands-on refinement.
The result was a custom Apple iPad app that empowered CSOs to access and collect client, property, and account information directly on-site. Behind the scenes, a robust middleware system built on Amazon Web Services infrastructure connected the app to core business systems, enabling real-time data flow and updates while maintaining the flexibility to support diverse tenant situations.
Our collaborative approach ensured the solution addressed real-world challenges through iterative feedback and hands-on refinement.
The impact was immediate and substantial. The new mobile case management software delivered a productivity increase of over 50%, fundamentally changing how CSOs spend their workday.
By eliminating paper-based processes and reducing manual data entry, CSOs could now dedicate their time to what truly mattered: conducting more client service visits and developing deeper understanding of their tenants’ personal and financial circumstances. The intuitive interface and mobilized workforce meant less time interrogating office systems and more time building relationships with the people they served.
