At the recent Housing Technology conference in Birmingham, Sovereign Business Integration Group hosted an interactive seminar to discuss the shared services experiences of a number of companies. This article highlights some of the key points raised in the panel discussion which was hosted by James Threapleton, Sovereign’s director of housing. While many organisations have explored…
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Contributed Articles
Tablets in business – Sugaring the pill
A few years ago, computing on the move meant laptops. Today, mobile computing is being transformed by the popularity of new mobile devices, tablets and the iPad especially. Indeed global tablet sales are forecast to be 90 million units this year and 130 million units in 2013, surpassing desktop PC sales for the first time…
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Profiling for targeted service delivery
Suppliers to the public sector are all used to the usual March/April flurry of customer activity – using up the ‘leftovers’ in the old budget or getting on with long-awaited projects as soon as the new budget is available. But this year, suppliers have been experiencing even more interest than usual. There seems to be…
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The rise of the contact centre
The challenges of the contact centre are growing and customers are quite rightly demanding more from their inbound services. The landscape has changed with the advent of IP-based telephony which has allowed the development of many new advanced applications that will support this renaissance. The contact centre is often the gateway into the housing provider…
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Improving customer service with CRM
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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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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