Judith Comber from Radian Group explains how CRM and integrated software can deliver real benefits. Radian decided to implement Capita’s CRM Lite product from its Open Housing suite in November 2010, and has since identified three key benefits of CRM: centralisation of information; improved service delivery; and better call handling performance. Centralisation of information CRM…
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Customer Management
Discretion is the new frontier
Discretion is one of those ‘new frontiers” of customer experience for housing. This sounds like some awful marketing hype but it isn’t. Case study after case study shows that good decisions cost much less than bad decisions and produce more direct measurable benefits. If you think about it for a moment, that’s just common sense….
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North Lincolnshire beams broadband for digital inclusion
North Lincolnshire Homes has been running a six-month pilot project to deliver an innovative broadband service to some of its tenants in Scunthorpe as part of its plan as an official Race Online 2012 partner to improve digital inclusion among its tenants. NLH is using the latest LTE (long-term evolution) technology to deliver a wireless…
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CarelineUK monitor’s Merlin and Raglan’s personal alarms
Merlin Housing Society and Raglan Housing Association have both signed with CarelineUK for the provision of personal alarm monitoring. CarelineUK’s three-year deal with Merlin will cover more than 2,000 telecare users and the Raglan contract will cover 2,400 users.
Complaints drop by 85% at Accent Peerless with Jabbakam
A new web-based CMTV (community-monitored TV) system from Jabbakam has been used by Surrey-based Accent Peerless since October 2011 to combat anti-social behaviour. The Jabbakam system, which cost just £1,250, is intended to replace traditional CCTV with a social media-friendly surveillance system which is as simple to use as Facebook. Jabbakam provides real-time images, historical…
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Salix adopts First Adapt’s ‘100 Questions Knowledge Map’
Salford-based Salix Homes is set to improve customer service with its planned adoption early this year of First Adapt’s 100 Questions Knowledge Map system. This works on a question and answer basis by taking the questions most often asked by tenants and turning them into a series of highly visual and intuitive knowledge maps. With…
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