The Story Behind HomeLINK’s Customer Success Team

HomeLINK‘s Customer Success Team (CS) was established in response to growing demand for enhanced customer support around the software platform and analytics for Registered Social Landlords (RSLs) to achieve success with environmental sensor data. The primary goal of the CS team is to maximise the use of our software platform and assist customers in achieving their objectives through its use, ensuring they derive maximum value from our technology.

Strategic Growth and Leadership

In the early stages of the team, Mia Lennox- Berry joined as the first Customer Success Manager. Mia was instrumental in laying the foundations for the team’s success, quickly introducing fresh ideas and processes. The team’s commitment to excellence led Mia to attend industry events such as the Customer Success Collective’s CS Festival in London (2023), where she gained valuable insights into building world-class CS teams. These best practices were subsequently adapted and implemented within Aico HomeLINK, setting a solid framework for future growth.

As the demands on the team increased, it became evident that additional support was necessary.

Consequently, Niall O’Driscoll was hired as Customer Success Manager towards the end of 2023. His addition to the team marked a significant step in scaling our capabilities to meet the growing needs of our customers.

At the beginning of 2024, a strategic shift occurred within the team. Adam, previously Head of Customer Success, transitioned to a role in Cloud Operations, reflecting the evolving needs of the company and the importance of cloud infrastructure in our operations. Mia was promoted to Head of Customer Success in early 2024, her leadership has been instrumental in driving the team’s success and aligning its goals with the broader objectives and values of the company.

To further bolster the team, Mia identified the need for additional expertise and subsequently hired Natalie Sidwick. Natalie has been with us for approximately six weeks and has already begun to make a positive impact.

Comprehensive Customer Support

The CS team is now fully embedded within HomeLINK and provides comprehensive support across several key areas. These include conducting data reviews to assist RSLs in understanding the insights generated by their sensors, organising large-scale training days to empower multiple teams within an RSL to master the HomeLINK Portal, and engaging with residents to promote the adoption of the HomeLINK App. Additionally, the CS team has taken on the responsibility of developing and running internal training programmes around the HomeLINK Portal for our relationship managers and technical teams. This internal training ensures that all team members are well-versed in the portal’s functionalities, enabling them to provide informed support and drive customer success.

The Customer Success Team embodies the core values of Aico HomeLINK and has become an integral part of our organisation. Their unwavering commitment to customer satisfaction and success continues to drive our mission forward, ensuring that we remain at the forefront of innovation and excellence in our field. With a strong foundation and a clear vision for the future, the CS team is well-positioned to support our customers and contribute to the ongoing growth and success of HomeLINK.

“I’m extremely proud to be part of such a dedicated team. The team have wholeheartedly embodied our shared mission and values as an organisation, and it is wonderful to see so many RSL’s tackling challenges such as damp & mould with our innovative technology. I look forward to the continued development and success of the team.”

– Mia Lennox-Berry, Head of Customer Success