• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Housing Technology Main Logo

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Contact
  • Home
  • Research
  • Magazine
  • Events
  • Awards
  • Recruitment
  • On Demand
Home / Magazine Articles / Town & Country Housing developments with Optevia and Dynamics CRM

Town & Country Housing developments with Optevia and Dynamics CRM

Town & Country Housing Group has developed its own money support and service charge enquiries system using Optevia’s Social Housing Essentials software and Microsoft Dynamics CRM 2015.

Following just two days of training and online learning sessions, Town & Country Housing was able to design, configure and deploy its new service charges system within days.

Jamie Barker, project manager, Town & Country Housing Group, said, “Like all housing providers, we have to send out service charge notices twice a year. Previously, we would send out a letter explaining what the service rate charge was with a breakdown of all costs. Our call-centre team would then be inundated with queries. Calls would be logged on disparate and siloed Excel spreadsheets, which were then difficult to query and also often tricky to locate.

“Using Social Housing Essentials and Dynamics CRM, we worked with the various teams involved and designed a full end-to-end process, with associated SLAs and intelligent workflows, to ensure any queries were routed to the right individual or department to deal with. By developing an integrated view, we were able to rationalise the existing 42 service charge items to only the ones that were relevant to improve the user experience and the speed at which we can answer tenants’ queries.”

The second service launched and developed by Town & Country Housing’s own team was a money support service. Tenants facing financial hardship often require support to consolidate debts and help in developing a debt repayment programme.

Barker said, “Last year, we managed over 500 money support cases and, in the two weeks since we have been live, we now have 40 cases logged. It’s clear that with the pressures caused by welfare reform, this figure will increase further. Our new money support service lets us look at outstanding debts at the end of a repayment programme and determine whether tenants need additional support from our team.”

Steve Lyon, business director for health and housing, Optevia, said, “Town & Country Housing has taken ownership of the system and entrusted its future development to Dynamics CRM so it is imperative that they understand it and are comfortable with it.

“Where it can, Town & Country Housing will take on development of the system itself using Social Housing Essentials but for more complex change requests or new development lines, we will work with them as their selected partner.”

Barker said, “We can now set expectations internally about system delivery times and new service lines, with a 6-8 week release cycle for introducing new processes and functionality within the CRM system.”

See More On:

  • Vendor: Microsoft, Optevia
  • Topic: Customer Management
  • Publication Date: 048 - November 2015
  • Type: News

Primary Sidebar

Most Recent Articles

  • Artificial intelligence in housing
  • Mobysoft – Data problems affecting complaints’ handling
  • Data, AI and private-sector strategies
  • Smart repairs & smarter homes
  • From firewalls to fortresses
  • Achieving three quick wins in AI
  • Rebuilding Selwood Housing’s IT infrastructure
  • Are you ready for organisational AI?
  • PIMSS releases AI Document Reader for compliance
  • Calico Homes cuts arrears with RentSense
  • FourNet launches digital transformation index
  • New income recovery software from Voicescape
  • Asprey Assets at YMCA
  • I love spreadsheets…
  • All watched over by machines of loving grace – AI assistants and adult social care
  • The rent revolution – The case for AI-powered payments
  • Unlocking safer living through data
  • Aareon acquires MIS ActiveH
  • Vericon launches MouldSense
  • Back to the future at Housing Technology 2025
  • FireAngel wins Which? Award
  • Maximising income and preventing homelessness
  • Anchoring digital innovation with Plentific
  • Cynon Taf Community Housing gets Housing Insight’s Arrears Manager
  • Tenants, AI & your biggest compliance risk
  • EDITOR’S NOTES – Data, standards & straight-through processing
  • AI as a social housing expert
  • South Yorkshire Housing halves arrears with Mobysoft
  • Bromford Flagship wins Aico’s smart-home competition
  • Putting VIVID’s customers in control of their tenancies

Footer

Housing Technology Main Logo
  • Instagram
  • LinkedIn
  • YouTube
  • Contact
  • Free Subscription
  • Book an event
  • Research
  • Update Your Subscription
  • Privacy Policy

Welcome to the housing Technology – Trusted Information For Business Professionals in HOusing

Housing Technology is the leading technology information service for the UK housing sector and local governments. We have always believed in the fundamental importance of how the UK’s social housing providers use technology to improve their tenants’ lives.

Subscribe to Housing Technology to gain market-leading research, unsurpassed peer networking opportunities and a greater understanding of your role to transform your business.

Copyright © The Intelligent Business Company 2025 | Terms and Conditions | Privacy Policy
Housing Technology is published by the The Intelligent Business Company. A company with limited liability. Registered in England No. 4958057 | Vat Registion No. 833 0069 55.

Registered Business Address: Hoppingwood Farm, Robin Hood Way, London, SW20 0AB | Telephone: +44 (0) 20 8336 2293