Victory Housing Trust has completed the first six months of live operations since it launched a new CRM system from Serengeti Systems to improve its tenant call handling processes and performance.
All of Victory’s staff, including its chief executive, have been trained and use Serengeti’s H-CRM system. During the first six months of live operations to March 2011, over 14,000 contacts have been recorded on the system. Victory said that it had spent £50,000 with Serengeti to buy and implement the H-CRM software and a further £15,000 on integration with its existing housing management and repairs contractor systems.
The decision to bring in the CRM system follows the Audit Commission’s 2008 inspection of Victory which said, ‘there is no system to monitor the quality of Victory’s telephone response to tenants’, and recommended that the housing provider should implement a system for monitoring performance and develop ‘a challenging set of service standards’.
With the aim of answering at least 80 per cent of inbound enquiries at the first point of contact, H-CRM has been installed across Victory’s operations and is used by all staff to manage customer contacts and the related workflows, with the user dashboard, telephony integration and case management processes especially valued by its customer services team.
Sharon Phillips, customer services manager, Victory Housing Trust, said, “All enquiries are dealt with consistently, with residents proactively updated on the status of their enquiries. Importantly, the H-CRM system allows us to answer customer queries at the first point of contact.”
