As part of its plans to improve efficiency and reduce the costs of providing services to its 70,000 tenants, Sheffield Homes is installing an enterprise case management system from Lagan. The new system is expected to result in annual savings of £100,000 from 2008/9 and significantly increase the number of tenant enquiries resolved during the first contact.
The Lagan system will be delivered across Sheffield Homes’ entire customer-facing operations, beginning with its call centres in June 2008 and its customer access points later this year.
Ken Smith, systems manager, Sheffield Homes, said, “One of our principal drivers for the implementation was to improve customer service levels. Information about customers is stored in different places in the back office systems and consequently call handlers are unable to resolve all customer queries easily and quickly at the first point of contact. Front-line staff are repeatedly having to send requests to the back office staff for further information and answers.”
Sheffield Homes selected Lagan to implement its case management system having seen the cost and efficiency savings Lagan had previously achieved at Hounslow Homes, the first to implement such a system.
Sheffield Homes’ customer service advisers will now have a complete, real-time view of each citizen’s contact history and cases, so that when a customer calls, a complete record of conversations and outcomes, together with any outstanding actions, is immediately available to the adviser.