Sovereign Network Group (formerly Sovereign Housing Association) provide affordable homes and maintenance services to their customers. They faced several key business challenges including a reliance on emails and phone calls to make initial support contact requests and time-consuming manual prioritisation processes.

By working closely with Illuminet and the SNG Team, we were able to meet SNG’s critical business requirements and deliver superb time-to-value results.

Tenjin, our Conversational AI Digital Assistant, has provided a platform to build SNG’s Knowledge Network, improving user access to business knowledge and employee know-how, whilst enhancing IT support across their business. This saved their IT teams time and allowed them to carry out more in-house training and focus on more critical business tasks.

Using Tenjin’s ability to integrate directly with key applications, we were able to provide seamless integration with Microsoft Teams and SNG’s ITSM platform. Tenjin delivered key Conversational AI abilities, a Knowledge Network and Conversational Workflows with support from LLM AI.

The implementation of Tenjin helped uncover and pool invaluable information and increase knowledge sharing. This enabled SNG employees to quickly find the information they needed to resolve issues independently. They did this by finding answers to “How do I …”, “What’s the policy for …”, “What’s the process to …” questions at any time of the day or night – all through a simple Microsoft Teams chat interface.

In a situation where greater support was needed, Tenjin automatically raises support requests, and even escalate these tickets if they became urgent.

SNG have not only been able to reduce their reliance on time-consuming emails and phone calls for initial IT support, but to also boost employee efficiency, to focus on specialist projects, improve service responsiveness and increase service quality.

“Our new service desk digital assistant is a great example of how we are leveraging AI technology and insights to improve our IT service. By increasing self-service opportunities, we will save 16000 hours of productivity across the business, enabling our colleagues to spend more time delivering services to our Customers.”

Sally Millett, IT Director at SNG

Tenjin has allowed SNG to realise their visionary ITSM strategy, simplify their systems and processes to provide customers and employees with the service and experience they need, when they need it!

“Creating a great place to work is a key strategic objective at SNG, and I’m delighted that this new technology is providing increased learning opportunities for our team. They will have more time and space to support colleagues with the adoption of new products and improve digital skills across the business.”

Sally Millett, IT Director at SNG

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