Accolade is a housing corporation with about 40,000 customers and 17,000 rental houses. To better serve customers and meet their wishes amid pressure in the housing sector, Accolade is optimizing customer service in three steps: 1) Setting up a new customer service center; 2) Connecting the center efficiently within the organization; 3) Connecting customers to the organization. As part of step 2, Accolade implemented a social intranet linked to the customer service center software, instead of traditional workflow software, to support its values of entrepreneurship, responsibility, cooperation, transparency and lack of bureaucracy.