Solihull Community Housing’s head of ICT, Chris Deery, explains how the housing provider is increasing its use of digital channels, in particular email and social media, to communicate and engage with its tenants. Solihull Community Housing’s research suggests that 60 per cent of our tenants have internet access, rising to 83 per cent of tenants…
Omni-channel tenant engagementRead More →
Customer Management
Friday Hill TMO texting tenants with SDM
Friday Hill Tenant Management Organisation is using a text messaging service from SDM Housing to communicate better with its tenants, and in the process winning an award for innovative use of social media from the National Federation of TMOs. Friday Hill implemented the SDM service in February 2012 at a cost of around £4,000. The…
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Netcall to transform Alliance Homes’ customer service
Alliance Homes has chosen Netcall’s CRM and document management systems to improve customer service and revolutionise internal operations. Before selecting Netcall’s ECM suite, Alliance Homes said that it was looking for an enterprise-wide solution, offering a complete view of all tenant records, contacts and communications, as well as giving mobile access to workers in the…
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Westward Housing signs care & support contract with Capita
Westward Housing Group has signed a seven-year contract with Capita for case management services to deliver its supported housing across Devon and Cornwall. Capita will work with Westward to provide a ‘gateway’ operation, enabling the group to manage a new service on behalf of Torbay Council, whereby all housing and support referral and assessment information…
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Futures Housing and Orchard – Conversations on customers’ terms
A project to harness the power of text messaging to engage better with residents has resulted in a housing group partnering with a software provider on a bespoke solution. Gavin Hitchcock, head of ICT at East Midlands-based Futures Housing Group explains how they did it. Channel shift is a hot topic for housing providers. Moving…
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CHP links Omfax’s Keyfax with Microsoft Dynamics
CHP is using Microsoft Dynamics CRM to improve how it uses its existing Keyfax Enquiries call-scripting software from Omfax Systems for call handling and business intelligence. CHP has used Keyfax intelligent call-scripting for 10 years and is an established IT part of the repairs process. The scripting gives CHP’s customer service advisors a knowledge base…
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