Saxon Weald is extending its use of software from Orchard to implement a new CRM system. The new system will build on Saxon Weald’s existing Orchard software to avoid the need to develop complicated interfaces and wherever possible re-using screens that its staff are already familiar with.
The focus of the project was to improve the quality of its contact with tenants, and in particular reducing the need for repeat calls via a ‘first-time fix’ approach.
The 18-month project was divided into three phases. The first phase, which began in October 2014 and is now complete, consisted of auditing and consulting services from Orchard around Saxon Weald’s workflow processes and computer-telephony integration.
The second phase, which is scheduled to go live later this year, consists of Orchard’s self-service portal and mobile software alongside improvements to Saxon Weald’s existing working processes. Orchard’s anti-social behaviour software will also be implemented during this phase.
The final phase, covering the implementation of Orchard’s SMS software and the extension of case management processes, is expected to go live during the first quarter of 2016.
Alex Gunter, head of IT, Saxon Weald, said, “Saxon Weald is working closely with Orchard to build a comprehensive CRM solution to improve the customer service experience. Orchard was also tasked with a number of health-checks, remedial consultancy and training.”