Getting the Most Out of CRM in Social Housing Richard Lyon PMO - PowerPoint PPT Presentation

Jan 06, 2024 •7 likes •77 views

Getting the Most Out of CRM in Social Housing Richard Lyon PMO Project Manager Why? - The Riverside CRM Vision Improve the Provision of Customer Service Delivery & The Customer Experience Why does Riverside need a CRM? Avoid Customer

Getting the Most Out of CRM in Social Housing Richard Lyon PMO Project Manager
Why? - The Riverside CRM Vision Improve the Provision of Customer Service Delivery & The Customer Experience
Why does Riverside need a CRM? • Avoid Customer Frustrations • referred to the wrong person! • repetition of detail! • lack of understanding! • call backs! • Better use of Resources & Information • front line call handlers • back office staff • back office systems
How - Riverside’s CRM • Customer Relationship Management • OneView • Customer Call Guides • Case Management • 360 Degree View • Pro-Active Service • Support Mobile Working • System Integration & Data Quality
Results – Early Findings • Customer Relationship Management • Uniformity of Process • Accountability • Measure First Contact Resolution • Achievement of Customer Call Backs • Identify Service Failures • Advisor View of the Customer (Tenant)
What’s Next • Customer Relationship Management • Channel Shift • Process Re-Engineering • Enhanced Customer Reporting • Customer Feedback
Thank You

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