Coastline Services, the commercial arm of Coastline Housing, has completed the implementation of Cloud Dialogs’ Service Connect to support its repairs, job costing and appointment scheduling operations.
Service Connect is designed around giving individual managers and supervisors dashboards that show them anything that needs attention in real time. Coastline said that this has led to a change in culture where processes and issues are managed as they arise and creates much greater transparency across the business, with Service Connect and its repair appointments embedded into Coastline’s Microsoft Dynamics CRM software.
Barry Cox, project manager, Coastline Housing, said, “As the business began to understand what Service Connect offered, it became clear that it should manage everything relating to property maintenance, not just the in-house workforce. Coastline Services contracts a large amount of work externally and this process could be significantly improved by extending Service Connect across the business.”
With the implementation for responsive and minor repairs taking just 20 weeks to complete, the first ‘go live’ part of the project included direct integration to Jewson for stock replenishment, saw over 20 sub-contractors using the contractor portal, full mobilisation of Coastline’s in-house operatives, appointment booking embedded into Dynamics CRM and tight integration to Coastline’s two SunAccounts systems.
Allister Young, chief executive, Coastline Housing, said, “This has been the smoothest transition and go-live I have experienced in my career and should set the bar for future IT projects.”