Housing Group To Improve Customer Interaction Quality

Town and Country Housing Group, a Kent-based social housing provider, has selected a CRM system to help it improve the quality of interactions with customers.

CRM provider Optevia will be implementing Microsoft Dynamics CRM alongside its own Social Housing Essentials platform.

The firm claims it will be able to help the housing group increase the visibility of services its customers requires and improve the quality of interactions with them.

Town and Country Housing Group is aiming for the project with Optevia to resolve 80% of customer enquiries at the first point of contact, ultimately reducing the contact centres call transfer rate by 20%.

Social Housing Essentials will eventually be rolled out to support self-service across mobile and the web with the intention of recuing inbound calls.

“Our current system focuses on property and not the customer and we wanted to reverse that relationship so that everything we do is about our customers,” claimed project manager at the housing group Jamie Barker.

“Today, customers are often passed between departments and across different processes and systems – this can cause bottlenecks and delays in dealing with customer enquiries.

“There is a lack of data consistency and integration resulting in an inconsistent approach to how we deal with procedures and enquiries.

“Dynamics CRM from Optevia is going to help us address that by putting our customers at the heart of everything we do as an organisation,” he added.

“A Joined-Up Service”

Optevia claims the systems it is offering will provide a more joined-up service that is proactive rather than reactive.

It adds that it can help Town and Country better understand the needs of its customers and deliver against those needs.

Dynamics CRM claims to sort and integrate all customer data to provide a complete, single and accurate view of each customer to ensure consistent end-to-end delivery of a seamless service.

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