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

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Search Archive
  • Home
  • Research
  • Magazine
  • Events
  • Recruitment
  • Blog
  • Media
  • Contact
Home / Free Subscriber Access / Platform Housing’s digital communities during lockdown with Crimson

Platform Housing’s digital communities during lockdown with Crimson

Platform Housing has spent the months of lockdown working with Microsoft specialist Crimson on digital transformation, mainly around its implementation of Microsoft Dynamics CRM throughout its core business areas.

In addition to creating automation and consistency across Platform Housing’s business processes, the project will also enable it to harmonise complex services across the group’s operations, covering service response for home ownership and lettings, finance and asset management, and customer experience and communication, all from a single solution.

Jonathan Cocker, chief information officer, Platform Housing, said, “We wanted a way to consolidate several legacy systems so that we could quickly and easily access customer and property information from a single environment.

“Just as consumers are becoming accustomed to shopping online and having delivery in an instant, they are expecting the same type of digital response in all aspects of life. What we like about Dynamics CRM is that it is a customer-focused solution that will help us to improve our operational efficiencies specifically around the changing needs of all our customers, whether they’re tenants or homeowners.

“One of the challenges we had before was managing a high volume of daily customer calls, yet these were often transactions the customers could do themselves if we had a self-service platform. Now instead of phoning our customer service team for a simple enquiry, such as a rent balance, tenants can now log into the self-service system and view this information online.

“This was difficult before because we had disparate systems that would often hold different information. With Microsoft Dynamics, we have a single version of the truth, ensuring tenants and customers can always access accurate data.”

The first phase of the digital transformation project involved Crimson developing the system architecture, a process that was threatened to be curtailed by the start of the lockdown in March.

Ciara McMillan, account director, Crimson, “We needed to understand Platform Housing’s operational processes in order to identify areas where the workflow, automation and process-flow capabilities of Dynamics CRM could add efficiencies. This process continued during lockdown, with both teams continuing the digital transformation project using video conferencing and technical development taking place from the homes of Crimson’s technical team.”

Cocker said, “The lockdown demonstrated exactly why it’s important for housing providers to have an effective digital strategy and customer service solution so that they can continue to communicate with and serve customers even during the most extreme circumstances. Empowering customers with information about their housing situation and having the ability to deliver accurate data at the exact point of need is the key to developing digital communities built on trust and transparency.

“The beauty of Dynamics CRM is that it’s built with customer service at its heart, rather than operations. For us, it means that we can operate in tandem with our communities and be more proactive. Even the smaller things, such as the in-built AI within Dynamics CRM, mean that we can be more proactive on behalf of our customers.

See More On:

  • Vendor: Crimson
  • Housing Association: Platform Housing
  • Topic: General News
  • Publication Date: 076 - July 2020
  • Type: News

Primary Sidebar

Most Recent Articles

  • Innovation and Transformation at Housing Technology 2021
  • How will the internet of things transform your customer relationships?
  • In Conversation with Midge Ure | Live Aid
  • What to expect at Housing Technology 2021 – Live digital conference
  • Stonewater’s virtual properties with Active Housing
  • As safe as houses… Building resilience
  • Your Housing’s dynamic scheduling with Fast Lean Smart
  • How low can you go?
  • Livin’s 45% faster repairs with Meritec
  • BPHA’s experience of Mobysoft
  • Johnnie Johnson Housing partners with Huume for CBL transformation
  • Arches Housing mobilises after 20 years with MIS-AMS
  • Origin Housing signs up for TechLabs’ iProperty Cloud
  • Aareon acquires Arthur
  • Interview – Ealing Council’s FireAngel IoT programme
  • Software tools for planned asset replacements
  • Curo integrates payments with PayPoint
  • Worthing Homes cuts arrears with RentSense
  • Shutting the door on homelessness
  • Why go for low-code development?
  • Low-code software in housing
  • South Yorkshire Housing moves to Node4’s cloud
  • Bolton at Home & Harrow Council on board with Civica
  • Tackling growing arrears at PA Housing
  • Data literacy and data analytics
  • Proptechs and IT start-ups in housing
  • Leeds Council’s IoT plan with HomeLink
  • Thirteen launches self-service portal
  • L&Q’s virtual concierges from Alcove
  • Interview: FireAngel & NFCC – The future of fire safety for 2021 and beyond

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 2020 | 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

Housing Technology 2021 Conference Logo

Housing Technology 2021 offers you two days of sustained digital networking with 300+ senior housing professionals, thought-provoking presentations and a dedicated digital exhibition.

Register Now