• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Housing Technology logo

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Search Archive
  • Home
  • Research
  • Magazine
  • Events
  • Recruitment
  • Blog
  • On Demand
  • Contact
Home / Magazine Articles / Microsoft Dynamics CRM at AmicusHorizon

Microsoft Dynamics CRM at AmicusHorizon

Amicus Horizon is using Microsoft’s Dynamics CRM system to track all interactions with tenants and provide a single view of tenants’ histories and preferences.

The housing provider was previously using its housing management system to capture income and property information, but it lacked the sophistication to track tenant calls or retain personal records.

Chris Roberts, CRM manager, AmicusHorizon, said, “Our housing management system couldn’t tell us how, why, and when tenants were contacting us. Staff need a single view of tenants’ histories and preferences. We have to be in a position to deal with tenants immediately and offer tailored advice, whether we’re in the office or working remotely. Plus it’s vital that case notes go to the right person, are easy to track, and link seamlessly with our other systems.”

With help from Goldcrest Solutions, AmicusHorizon chose Microsoft Dynamics CRM 4.0. Roberts said, “We wanted a CRM system we could customise, yet be supported by the IT supplier. We looked at some CRM solutions, but they didn’t offer this post-customisation support. Microsoft was happy for us to tailor its system and we’re supported fully by Goldcrest.”

Dynamics CRM was first deployed to AmicusHorizon’s customer experience team which had previously worked with a custom-built in-house system that was difficult to use. The new CRM system has made it easier for them to respond to tenants’ queries because all of the relevant information and call history is now immediately accessible.

AmicusHorizon then rolled out Dynamics CRM in its contact centre, with the contact centre staff using the tenant database in a number of value-adding ways, such as when a tenant calls, the system might highlight an urgent issue.

John Barr, director of customer experience, AmicusHorizon, said, “Creating an active dialogue with tenants is important. Some are reluctant to talk at first so it’s important that we reassure them.

“Furthermore, we’re now much more evidence-based when we reply to tenants. We have accurate, reliable, and up-to-date data at our fingertips.”

iPads running Dynamics CRM were then given to AmicusHorizon’s income collection and financial inclusion teams. They meet tenants face-to-face and use the mobile devices to access real-time tenant information so that staff can update tenant information immediately, with a complete, traceable record accessible to all relevant service staff.

Following the introduction of Dynamics CRM, the number of live complaints has dropped from over 600 to just 44 over 18 months. With access to tenant records at the touch of a button, employees have the tools at their disposal to be more proactive, preventing issues before they escalate. And although the average call length has increased, the ‘first-time fix’ rate has improved from 77 to 93 per cent in the last year.

Barr said, “There’s a trade-off. The more data we collect and the more we use the visual cues to tailor service, the longer the call. But the benefit is a more comprehensive tenant history. This gives a much more positive experience for the caller.”

See More On:

  • Vendor: Microsoft
  • Housing Association: AmicusHorizon
  • Topic: Customer Management
  • Publication Date: 035 - September 2013
  • Type: News

Primary Sidebar

Most Recent Articles

  • Free cyber-defence tools from NCSC
  • Learning from history
  • Grand Union Housing gets connected with Aico HomeLink
  • The silences in the system: Predicting and preventing damp and mould
  • Looking back and to the future: Cyberthreats in social housing
  • Hyde signs repairs contract with Totalmobile
  • Fuelling high performance automation
  • Morgan Sindall’s Carbon Zero decarbonisation tool
  • An ethical approach to arrears
  • Housing and the ever-evolving workplace
  • Supporting residents with home safety risks
  • Less innovation & more service design at RHP
  • Ateb Group outsources IT help desks to Central Networks
  • Capital Letters partners with Evo Digital to tackle homelessness
  • Calico appoints M247 for digital transformation
  • 24/7 care requires 24/7 technology
  • Govtech trends for 2023
  • Are you ready for business process automation?
  • Lincoln council moves to the cloud with Civica
  • Why do IT business improvement projects fail?
  • Flagship and Ebrik launch augmented reality app
  • Following the golden thread
  • Setting the standard for carbon-monoxide protection
  • The business case for data
  • Digital twins – When, not if…
  • Using data to build communities
  • The cyber-security jigsaw’s missing piece – Managed detection & response
  • Cyber-security challenges in housing
  • Digitalising retrofits with SHDF & HomeLink
  • Tips for improving care and support

Footer

Housing Technology
  • Instagram
  • LinkedIn
  • Twitter
  • YouTube
  • Contact
  • Free Subscription
  • Book an event
  • Blog
  • Search All Articles
  • Research
  • Update Your Subscription
  • Privacy Policy

Welcome to the housing Technology – Trusted Information For Business Professionals in HOusing

Housing Technology is the leading technology information service for the UK housing sector and local governments. We have always believed in the fundamental importance of how the UK’s social housing providers use technology to improve their tenants’ lives.

Subscribe to Housing Technology to gain market-leading research, unsurpassed peer networking opportunities and a greater understanding of your role to transform your business.

Copyright © The Intelligent Business Company 2022 | Terms and Conditions | Privacy Policy
Housing Technology is published by the The Intelligent Business Company. A company with limited liability. Registered in England No. 4958057 | Vat Registion No. 833 0069 55.

Registered Business Address: Hoppingwood Farm, Robin Hood Way, London, SW20 0AB | Telephone: +44 (0) 20 8336 2293

htc23 pop banner