CHP is using Microsoft Dynamics CRM to improve how it uses its existing Keyfax Enquiries call-scripting software from Omfax Systems for call handling and business intelligence.
CHP has used Keyfax intelligent call-scripting for 10 years and is an established IT part of the repairs process. The scripting gives CHP’s customer service advisors a knowledge base which incorporates expert input from technical and social housing specialists. The advisors enter keywords and search terms into Keyfax, and the intelligent scripts guide the advisor to and through the most relevant solution.
When CHP chose to extend Keyfax beyond just repairs, it identified 20 key success criteria that the integration of Dynamics CRM with Keyfax should achieve. These included embedding CHP’s customer service excellence principles, increasing the number of calls dealt with at the first point of contact, managing calls that directly resulted in a task, and raising customer satisfaction.
James Dickman, project manager, CHP, said, “The implementation of Microsoft Dynamics CRM as part of the Keyfax Enquiries project has given us an opportunity to see the huge potential in using Dynamics CRM. It is early days, but Dynamics CRM is already giving additional intelligence on our customers and helping to improve services.”
Omfax partnered with Caltech IT, CRM experts and a Microsoft ‘Silver’ partner for Dynamics CRM, who worked with CHP and Omfax to integrate and customise Dynamics CRM with Keyfax. CHP retained the familiarity of Keyfax and benefitted from the ease of use of Dynamics CRM through Outlook.
Integrating Keyfax and Dynamics CRM provided a comprehensive view of properties and residents, while ensuring the quality of calls through the scripting, in a single easy to use system. For example, when a tenant calls to report an instance of anti-social behaviour, the advisor follows the ASB script and that information interacts with Dynamics CRM, which in turn uses workflows to generate tasks and correspondence.
Darrell Scott, systems project analyst, CHP, said, “The first phase of the CRM project has given us the ability to record all contact with our residential and business contacts. We have been able to produce detailed reports on these communications so that we can measure demand and identify areas that could be streamlined.
“The use of CRM through Outlook has made it very easy to use for CHP’s staff as Outlook is a familiar everyday application.”
CHP has now employed a scripting specialist, and within the next few weeks it will have Dynamics CRM and scripts installed in all of its customer facing sites, head office and community hub.
