Wheatley Group has completed the implementation of a new CRM and master data management infrastructure that gives it a single view of each of its tenants across its four operating companies (including Glasgow Housing Association) and its external partners. Based on VisionWare’s MultiVue system, the housing group can now ensure that all of its disparate application siloes contain the latest and most accurate data.
Wheatley’s front-line and customer service staff use multiple platforms and applications to access tenant information; each system was bought or developed for a specific purpose and was not originally intended to be part of an integrated information strategy. Before the implementation of MultiVue, the individual systems didn’t share a single means of identifying a tenant, making it difficult to track an individual from one system to another.
Therefore, in response to the challenge of unlocking the value of its disparate information assets, Wheatley selected VisionWare’s MultiVue system for customer data integration (CDI). Wheatley also engaged with The Improvement Service for Scottish local government to gain access to the Scottish National Citizen Identifier (UCRN) in order to extend its master data management strategy with its external partners.
Wheatley uses MultiVue to identify the same tenant within a system, or across a number of different systems, so that its staff can manage the process of updating all systems so they contain the latest and most accurate view of a record, including data from the group’s factoring and housing management systems.
Wheatley now has access to the full historical picture of tenants across its systems in preparation for ‘singe view’ CRM, with data anomalies flagged to end users, allowing the right decisions to be made. Wheatley plans to add further systems to MultiVue in the near future and regards MultiVue as being at the centre of its business processes.
