Trident Housing Association is pioneering the use of Microsoft Dynamics CRM alongside Xmbrace’s Opti-Time software to decrease costs and improve the accuracy of its repair logging.
The new system is planned to be operational by September 2012, with all repairs logged, scheduled and costed in Dynamics CRM, with Xmbrace’s software providing the scheduling functionality. Goldcrest Solutions, a Microsoft Dynamics CRM partner, is helping with the integration.
Trident’s previous repair processes needed data to be duplicated across two or more systems resulting in errors, inefficiencies and tenants being kept on the phone for too long when logging a repair.
Ed Reed, head of ICT, Trident Housing Association, said, “We wanted a full end-to-end process that dealt with repairs in the most efficient way and we think our approach will deliver just that.
“We knew that Dynamic CRM was a very flexible product and by enhancing it and combining it with Opti-Time, we feel we have a winning solution for our tenants.”
Sarah McRow, head of social housing sales, Goldcrest Solutions, said, “We are very excited about being part of this project as it really showcases the flexibility of Dynamics CRM and we know it will deliver tremendous benefits to the business.”
Dynamics CRM will also be used to send job details to Trident’s engineers via their PDAs and text messages to customers letting them know when an engineer is on their way.