Getting the Most Out of CRM in Social Housing Richard Lyon PMO - PowerPoint PPT Presentation

Getting the Most Out of CRM in Social Housing Richard Lyon PMO Project Manager

Why? - The Riverside CRM Vision Improve the Provision of Customer Service Delivery & The Customer Experience

Why does Riverside need a CRM? • Avoid Customer Frustrations • referred to the wrong person! • repetition of detail! • lack of understanding! • call backs! • Better use of Resources & Information • front line call handlers • back office staff • back office systems

How - Riverside’s CRM • Customer Relationship Management • OneView • Customer Call Guides • Case Management • 360 Degree View • Pro-Active Service • Support Mobile Working • System Integration & Data Quality

Results – Early Findings • Customer Relationship Management • Uniformity of Process • Accountability • Measure First Contact Resolution • Achievement of Customer Call Backs • Identify Service Failures • Advisor View of the Customer (Tenant)

What’s Next • Customer Relationship Management • Channel Shift • Process Re-Engineering • Enhanced Customer Reporting • Customer Feedback

Thank You