Muir Group Housing Association has implemented Civica’s web-based Housing Cx software to digitise its services and improve communications with tenants.
Ian Whitwell, assistant director of ICT, Muir Group Housing Association, said, “With more than 72,000 calls to our customer service team every year, we need to ensure a fast and efficient response and also to pre-empt enquiries.
“Cx will enable us to streamline internal processes and to move more services online, giving us more time to focus on our tenants, including more home visits supported by the system’s mobile capabilities.”
Later this year, Muir is planning to implement a Cx-based self-service portal to allow tenants to access services and enable them to communicate directly, on the spot and in real-time. By the end of 2017, Muir expects to have a single integrated solution to completely manage its tenants and assets with Cx alongside Civica’s Keystone asset management software.
