Accent Group has taken another step closer to providing multi-channel access to customer services for its tenants by integrating ActiveH CRM from MIS-AMS into its new UK contact centre as well as providing a tenant portal.
The housing provider, which in 2012 brought three separate organisations together onto a single ActiveH housing management system, has since launched its new contact centre. ActiveH CRM now gives Accent a single 360-degree view of its properties and tenants, with plans to develop an omni-channel experience through integration with a new telephony and technology platform.
Andrew Kidds, head of customer contact, Accent Group, said, “ActiveH provides one set of data and a single interface for our front-line teams to use, which gives us an invaluable single view of the customer. We can now make every conversation we have with tenants count because the CRM solution has the ability to provide a first-call resolution on most issues.
“Plus, since we launched our digital self-service portal last year, we now have 3,800 customers who have set up a live account and can report repairs online, get access to rent statements and rent account information as well as being able to report anti-social behaviour.”