Case Study: Target Operating Model Strategy
Vico Homes
Vico Homes engaged Soniza to design a future-focused Customer Experience (CX) Target Operating Model (TOM) to support the transformation of its customer contact services.
The Client
Vico Homes is a social housing provider responsible for managing and maintaining a large portfolio of homes and delivering essential services to residents across its communities.
Customer Experience represent one of the most frequent and emotionally charged interactions residents have with the organisation, making customer experience, responsiveness, and trust critical to Vico’s overall performance and regulatory obligations.
The Chellenge
Vico Homes was experiencing growing pressure across its CX and contact services, driven by rising demand, increasing customer expectations, and operational complexity. Key challenges included:
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High contact volumes related to repairs chasing, updates, and repeat issues
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Fragmented customer journeys across contact centre, internal stakeholders, and suppliers
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Limited visibility of end-to-end CX journeys for both customers and agents
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Inconsistent handling of vulnerable customers and priority cases
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Reactive service delivery, with CX metrics lagging behind operational reality
Vico needed a clear, resident-centric Target Operating Model that addressed not just technology, but people, process, data, and governance, while remaining realistic for a social housing environment.
The Project
Soniza was commissioned to design a CX Target Operating Model specifically focused on the CX journeys and customer contact experience. The engagement included:
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Current-state assessment of contact centre performance, repair workflows, failure demand, and customer pain points
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Customer journey mapping across key repairs scenarios (first contact, updates, missed appointments, escalations, and vulnerabilities)
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Demand and contact analysis, identifying avoidable contact drivers and opportunities for self-service and proactive communication
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Future-state CX TOM design, covering:
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Channel strategy (voice, digital, self-service, proactive notifications)
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Role clarity between contact centre, repairs teams, and suppliers
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Resident-centric service principles and standards
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Data, MI, and insight requirements to support real-time CX management
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Pragmatic recommendations for process simplification, automation, and AI-enabled support, aligned to Vico’s maturity and investment constraints
The TOM was designed to be implementation-ready, providing a clear blueprint for phased improvement rather than a theoretical model.
The Outcome
The CX Target Operating Model provided Vico Homes with a clear, shared vision for how repairs and customer contact services should operate in the future. Key outcomes included:
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A resident-led repairs journey that reduced unnecessary contact and improved transparency
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Clear accountability and handoffs between teams, reducing delays and rework
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A framework for proactive communication, reducing “where is my repair?” contacts
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Improved handling of vulnerable residents through consistent identification and prioritisation
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A scalable CX foundation that supports digital, automation, and AI initiatives
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A resource management framework that ensures flexibility as and when required
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The TOM now acts as a strategic reference point for Vico Homes, informing operational improvements, technology decisions, and performance management while keeping resident experience at the centre of service delivery.