Isos Housing has chosen Optevia to implement a new CRM system across its operations. Based on Microsoft Dynamics CRM, the Optevia will enable Isos to capture resident activity and manage all interactions with its tenants.
Chrissie Anderson, CRM project manager, Isos Housing, said: “In order to deliver an exceptional customer experience with a diverse range of innovative services, we realised that we needed a new CRM system that would provide a front-office application with an integrated single view of our customer database, allowing our staff to capture all exchanges with each resident, providing a full audit trail of interactions. Customers will be able to access our services and get things done, no matter whom they speak to.”
The new system will use Optevia’s social housing templates and will be integrated into SharePoint and Capita OpenHousing. The CRM system will also enable Isos to deal with the effects of issues such as the ‘bedroom tax’ through quick and accurate communications with those tenants affected.
Anderson said, “This is a great opportunity to make our jobs easier and continuously improve our services, whether it’s letting a property, dealing with anti-social behaviour or taking a call about our planned maintenance programme. By aggregating all of this customer information onto one platform, we can really become customer-centric and create a full 360-degree view of our customers.”