Riverside Housing is implementing Lagan Enterprise CRM from Kana Software to improve its customer service and broaden its channels of communications. Lagan Enterprise will be integrated with Riverside’s Capita housing management system as well as antisocial behaviour, document management, telephony and email management systems.
Riverside handles 500,000 telephone and email interactions per year through its call centre, and this traffic is expected to increase rapidly and grow in complexity in the lead up to and after the introduction of the forthcoming welfare reforms.
Riverside’s users will have access to all the information they need in both customer- and property centric views within a unified desktop. The resulting 360-degree view will show geographic and property information with linked family, tenancy, and personal information, as well as related data such as assets, alerts, tasks and service requests.
For example, during any interaction with a tenant, the call centre staff can be prompted or alerted about issues such as outstanding arrears, service requests and gas servicing, and any other data relevant to the interaction such as disabilities and profile information.
Richard Lyon, IT project manager, Riverside Housing, said, “Lagan Enterprise allows us to not only fundamentally change how we interact with our customers across all channels, but also maintain consistency and quality of service.
“Lagan Enterprise enables our staff to handle more calls more effectively and it will also give us clearer insights into our operational performance.”