Orchard has completed an audit of how Severn Vale Housing is using its Orchard housing management system, particularly around improving avoidable customer contacts and encouraging tenants to use self-service channels. The audit also laid the foundations for mobile working and improved CRM, workflow and EDM to increase the number of ‘first-time fix’ resolutions.
Severn Vale Housing asked Orchard to look at how the current system and user experience could be improved and how they could move from the old GUI system to the new browser-based Orchard Housing software. Severn Vale also visited other Orchard customer sites to see how they were using Orchard Housing and how they approached ownership of the system.
Modular audits were carried out by Orchard across all of Severn Vale’s business areas to review current practices and ensure that the latest module enhancements had been adopted, that the modules were being used correctly and that best use was being made of the available functionality. This resulted in greater efficiencies in the use of Orchard Housing across the business, a successful transition from the GUI version of Orchard Housing to the browser version and a greatly improved user experience.
Tim Knight, chief executive, Severn Vale Housing Society, said, “Our engagement with Orchard has helped to influence our strategic direction and ensure that strong foundations have been laid for the further development of technology solutions, which are focused on efficiency and improving the services to our customers.”
Orchard Housing’s integral CRM capability has now been rolled out across the housing management, customer services, housing development and repairs management teams for all in- and out-bound contacts.