Sovereign Housing has recently started a digital transformation strategy based on PowerObjects’ deployment of Microsoft 365.
Sovereign’s business case for digital transformation was built on three pillars. The first was around the strategic direction and aspirations Sovereign had for a modern technology platform to better serve its tenants, the second was a better understanding of what its tenants actually needed from a omni-channel perspective and the third was around gaining a 360-degree view of its tenants by capturing and presenting all tenant interactions in one place.
After recent mergers, Sovereign had ‘inherited’ different ways of working within numerous legacy systems and therefore wanted to reach one consistent way of working, and consequently a single technology platform, across all of its regions. Dynamics 365 was chosen primarily because Sovereign is a Microsoft-first organisation, and Dynamics 365 promotes ‘configuration over code’.
Sam Dart, head of digital technology services, Sovereign Housing, said, “We’ve been impressed with PowerObjects’ extensive experience and capability when configuring and deplying Dynamics 365. Throughout our procurement process, we’ve always felt that PowerObjects really understood what we’re trying to do and articulated how they would help us reach our goals.”
Sovereign started its implementation with its sales and marketing, contact centre and tenancy management teams, including the use of Dynamics 365’s AI capabilities to manage tenancy requests and deliver personalised services, introduce online self-service and triage cases coming into its contact centres.
In particular, to change the way it delivers tenancy management services, Sovereign needed to schedule its housing officers centrally. Through Dynamics 365 and specifically its Field Service module, Sovereign can link its service resources to each customer case, enabling it to get the right operative at the right time to its tenants while ensuring that Sovereign has a clear view of when, where, how and why it is scheduling its resources.
Christian Dignance, CRM product owner for tenancy management, Sovereign Housing, said, “PowerObjects are an extremely capable partner. They’ve given me confidence that they can deliver the vision that we’ve set out, and together, I think we’ll deploy something extraordinary with Dynamics 365.”