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

▶

Jan 06, 2024 7 likes •78 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

SLIDE 1

Getting the Most Out of CRM in Social Housing

Richard Lyon PMO Project Manager

SLIDE 2

Why? - The Riverside CRM Vision

Improve the Provision of Customer Service Delivery & The Customer Experience

SLIDE 3

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

SLIDE 4

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

SLIDE 5

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)

SLIDE 6

What’s Next

Customer Relationship Management
Channel Shift
Process Re-Engineering
Enhanced Customer Reporting
Customer Feedback

SLIDE 7