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 with its customers, contractors and other agencies. THT’s aim is to make it as simple as possible for customers to contact the housing provider using the channel they choose, and experience a quick and efficient response to their query.
Martin Saunders, director of transformation, Trafford Housing Trust, said, “We want to transform the way in which we deliver services to our customers, and we needed a proactive partner with a good understanding of what we want to achieve. Lagan displayed a commitment to work closely with us to fundamentally improve our housing services. The new system will provide us with real insight into our overall performance and how we can enhance the quality of our customer service.”
THT began its CRM project in September 2008, subsequently signing contracts with Lagan in May 2009. Lagan said that the THT contract value was in the region of £250,000.
The Lagan ECM system will give THT an holistic view of each ‘case’ rather than disparate incidences of an event; for example, front-office staff will see immediately if a customer calling to report a repair is also in arrears. The project will use NDL’s AWI universal integration platform to access the core housing management and document management systems, providing staff with access to a wealth of information, enabling them to resolve many queries at the first point of contact. This is expected to yield significant cost savings and efficiency improvements.
Lagan has also been celebrating the 15th anniversary of its founding in 1994 as a spin-off from Queen’s University Belfast. Lagan now has more than 180 public-sector customers, with almost 40 million citizens around the world served via Lagan’s ECM systems. Lagan said that it had generated estimated revenues of £80 million and pumped some £50 million in wages into the local Belfast economy since 1994.