Lagan has adapted its CRM and case management software to make it easier for housing associations to improve their service delivery to tenants while saving money.
Lagan’s software, which is already in use at Hounslow Homes (see Housing Technology, May 2008), links information from front- and back-office systems to give call-centre staff a holistic view of all interactions between the tenant and the housing provider. This allows them to respond to tenants’ enquiries without necessarily needing specialist knowledge. The software also creates case histories to give an overall view of either an incident or an individual.
Lynne Bann, head of customer services, Hounslow Homes, said, “Since rolling out the Lagan solution, we have seen tenant satisfaction rates rise to 80 per cent, we have made significant annual savings by reducing the number of front-office staff, and achieved the Government’s top three-star rating.”
Lagan has also appointed a new chief financial officer. Jeff Wylie joins Lagan from Meridio, which was acquired by Autonomy in 2007, where he was CFO and chief operating officer. Wylie is a former director of the Northern Ireland Software Industry Federation and is a non-executive director of an Irish private equity fund.