Customer-service staff at Trafford Housing Trust are now better able to provide a ‘first-time fix’ service to tenants following the introduction of NDL’s AWI integration technology which links information in THT’s front- and back-office systems.
The implementation of the NDL technology follows THT’s decision to centralise its customer service activities into a single hub powered by Lagan’s enterprise case management system, and setting up a single number for all tenant enquiries, irrespective of their nature.
In order to achieve this, THT needed to give customer-facing staff seamless access to all tenant and property information in its Northgate back- office system, using the AWI technology to link information in real time between the two systems.
THT’s staff can now answer more queries in a single phone call; for example, tenants can call to report a repair and then ask something unrelated without needing to call a different number or be passed to another member of staff.
Tenille Rogers, development analyst, Trafford Housing Trust, explained, “We desperately needed something which would enable our Lagan and Northgate systems to talk to each other but buying an application programming interface (API) would have been too expensive.
“NDL’s AWI integration technology works with any application and costs far less. It has helped us to streamline roles, cut down on Northgate training, and make life easier for both staff and customers.”