Radian Group has implemented a new CRM system from Advanced ConsultCRM to support its strategy for growth. The contract follows Advanced’s recent acquisition of Goldcrest Solutions and its Microsoft Dynamics-based CRM products for housing.
The Goldcrest solution now gives Radian a single and accurate view of its 42,000 tenants and enables it to resolve more than 80 per cent of enquiries at first point of contact.
The solution is integrated with Radian’s existing housing management system and was implemented in January 2015. The solution has now been made available to 400 customer service and other tenant-facing staff, including surveyors, housing officers and tenancy support staff working from Radian’s four main offices.
The system has streamlined case management processes to enable more efficient management of all enquiries, from tenants and non-tenants and across all contact types such as telephone, post and social media. The CRM solution is also being reviewed to replace existing systems within Radian’s sales and lettings department to record and monitor leads.
Shelia Starr, head of customer services, Radian Group, said, “We had outgrown our previous system, which was only being used by the customer service team. We therefore struggled to capture more specific information about our tenants which became increasingly restrictive.
“In contrast, Goldcrest’s housing solution is extremely flexible, intuitive and easy to use. We chose Advanced ConsultCRM as our preferred partner because of their knowledge of Microsoft’s products and their ability to tailor the system to our needs.”