Cottsway Housing Association (CHA) is piloting a mobile customer service centre for its tenants in Oxfordshire, backed by an ActiveH CRM system from MIS Active Management Systems. The Cottsway bus, complete with satellite ADSL broadband, visits outlying villages four days a week, allowing tenants to drop in, log repairs, discuss local issues, sign up to…
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Customer Management
Launch of new Telephonetics system
Telephonetics VIP has launched ContactCentre 59R, a new customer contact system which gives tenants and customers choice about how they interact with their housing provider and other organisations. Used in conjunction with Telephonetics’ automation suite, ContactCentre 59R integrates with an organisation’s existing infrastructure to provide a round-the-clock self-service facility for routine tasks such as payments,…
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Macfarlane’s ‘golden number’ for Tristar Homes
Tristar Homes’ new customer contact centre went live in July 2009 following its implementation of Macfarlane call centre technology and a Lagan enterprise case management system. Before Tristar’s new centre opened, services for Tristar’s 10,500 customers were provided from four separate offices in the Stockton area with around 20 telephone numbers for different services. Tristar’s…
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Grand designs for Testway
Testway Housing in Hampshire has been using computer-aided design software from ArtiCAD to allow its residents to design their own kitchens. With 6000 properties under management, Testway Housing replaces around 300 kitchens each year as part of their designated 20-year replacement cycle. Chris Scahill, contracts manager in Testway Housing’s asset management team, said, “Prior to…
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Trafford Housing Trust’s £250,000 transformation with Lagan
Trafford Housing Trust is implementing an enterprise case management system (ECM) from Lagan to support its transformation programme, using NDL’s universal integration platform to access core applications. THT, which manages 9000 properties in Manchester, will use the Lagan ECM system as part of its plans to integrate front and back office operations, thus streamlining interaction…
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Tenant collaboration and participation
Unified communications has the power to change the dynamics of housing associations for the better. This is the message that ONI has been working to demonstrate across the sector by introducing new technologies that help reduce costs, maximise staff efficiency and drive customer service excellence. But what is the next stage of transformation for these…
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