Town & Country Housing Group has chosen CRM specialist Optevia to implement Microsoft’s Dynamics CRM software alongside Optevia’s own Social Housing Essentials to improve the quality of its interactions with tenants.
Dynamics CRM from Optevia is expected to increase tenant satisfaction and enable Town & Country Housing’s front-line staff to resolve 80 per cent of tenant enquiries at the first point of contact, thereby reducing the contact centre’s call transfer rate by 20 per cent. Dynamics CRM and Optevia Social Housing Essentials are then expected to be rolled out to support self-service across mobile and the web, helping to reduce the volume of in-bound calls.
Jamie Barker, project manager, Town & Country Housing Group, said, “Our current system focuses on properties, not the tenants. We want to reverse that relationship so that everything we do is about our tenants. At the moment, tenants are often passed between departments across different processes and systems, and this can cause bottlenecks and delays in dealing with customer enquiries. There is also a lack of data consistency and integration resulting in variable approaches regarding how we deal with procedures and enquiries.
“Dynamics CRM from Optevia will help us address that by putting our tenants at the heart of everything we do. Dynamics CRM will provide a more joined-up, proactive service because it will collect, sort and integrate all tenant data to provide a complete, single and accurate view of each tenant to ensure consistent end-to-end service delivery.”