Scottish Borders Housing Association went live with Castleton Technology’s EDRM and CRM software in April 2016, initially for complaints and anti-social behaviour, and for general enquiries in August 2016. Integration of the housing provider’s repairs service into the CRM system began last month, with mobile working and self-service repairs for tenants expected early next year.
One of the housing provider’s CRM users said, “The new system makes contacting a tenant much easier, giving you access to all facts and figures at your fingertips in a second.”
Bryony Stocker, CRM project manager, Scottish Borders Housing Association, said, “We are very pleased to have gone live with Castleton CRM and EDRM. Great care was taken to include tenants as well as staff in the design and development of key modules and those early process mapping sessions are now paying off.
“The business benefits of these have been great, allowing increased visibility and accountability in customer contacts, and one source of information to answer any queries.”