Richmond Housing Partnership has transformed its customer service levels by implementing a CRM solution from Advanced ConsultCRM. Microsoft Dynamics CRM is now being used to provide same-day response levels to more than 400 payment and maintenance queries handled by RHP’s 60 customer support staff every week.
Microsoft Dynamics CRM was rolled out at first to front-line customer support staff by Advanced ConsultCRM. A second phase, involving integration with RHP’s back-office systems, has also now been completed. The solution is accessible to maintenance, asset management and retirement housing staff and provides consistent tenant information to make it easier and quicker to deal with tenants’ enquiries.
Jonathan Creaser, head of ICT, Richmond Housing Partnership, said, “We are dedicated to providing exceptionally high levels of customer service. We benchmark ourselves against the non-food CSI index and Dynamics CRM has been instrumental in helping us exceed previous standards and set challenging new targets.”
The system is integrated with RHP’s website and enables tenants to access information relating to them and their property, make changes to their account and view updates provided by RHP’s support teams. The adoption of these self-service web channels has consequently relieved the pressure on contact centre staff who now have more time to resolve more complex tenant issues.
Dynamics CRM includes sophisticated business intelligence functionality which gives RHP’s management team visibility of every aspect of their operations, making it easier to meet service-level targets and make better-informed decisions. The system also includes workflow features that enable reports to be tailored to each manager’s needs.
Creaser said, “Dynamics CRM’s reporting functionality has made it easy to monitor performance across all teams and really drive our customer service levels. We can identify any possible gaps and make sure these are plugged as quickly as possible.”