Registered NDIS Provider

16 November 2021



Hume Community Housing was recently selected as the Freshworks for Good Award Winner at its annual awards in Las Vegas, Nevada, USA. This was for its rapid omnichannel service called Freshdesk, to support more than 9,000 customers with everyday requests including seeking housing assistance, maintenance support, accounts and general enquiries.

Freshworks, which created the Freshdesk software, has 13 global offices serving over 50,000 customers worldwide. Read the media release here.

Hume launched Freshdesk during Covid, to help Hume manage and automate a wide variety of customer and employee requests, enabling them to focus on their mission of tackling homelessness by providing safe, secure and affordable housing and helping to build a more stable and prosperous future for every customer.

The platform implementation was a collaborative team effort across Hume’s Customer Experience and Information Technology divisions and was widely promoted to help customers during Covid to assist adoption.

According to a Annah Sorrenson-Cox, Customer Service Coordinator: “Hume is passionate about redefining our customer experience, to one that is recognised as sector-leading. The implementation of the Freshdesk suite was fast tracked to address the challenges of Covid and the need to provide continuity of service to our customers. With offices closed and teams working remotely, Freshdesk gave Hume customers and employees a multitude of channels to get in touch and interact including Facebook, Messenger, WhatsApp and live webchat. The adoption of the platform was supported with intensive in-house training and support for our team members”.

Freshdesk is now providing Hume with improved visibility and data capture of requests, standardised response management, improved response times and more effective complaints handling and as a result is contributing to an overall improved customer experience.”

Photo caption: (L-R) Christine Malton, Manager, Customer Success and Service Improvements, Annah Sorrenson-Cox, Customer Service Coordinator and Ryan Balloot, Technology Consultant