crm in social housing: customer service & insight
DESCRIPTION
Using Microsoft Dynamics CRM 2013 in Social Housing as a platform for Channel Shift, to Improve Customer Service and gain valuable Customer InsightTRANSCRIPT
http://1drv.ms/1bMkuWj
CRM: Customer Service and Insight
Steve LyonOptevia
2
Chrissie Anderson
CRM Project Manager (Customer Access Strategy) at Isos Housing
Group
Optevia
About Optevia
Key Microsoft Partner
• Established 2001• Dynamics CRM Launch
Partner 2004• 40 Dynamics CRM
Certified Professionals on staff
• Business System not a Housing system
• Work towards self-reliance
250 Microsoft Dynamics
CRM projects
Public/ Private
Cloud and On Premise
Current Optevia Projects
Optevia
Key Microsoft Partner
• 15000 Properties, large development programme, Care and Support, Affordable Renting, Sales and Home Ownership
• Strong community ties• Full Customer Contact and
Service Centre• Self-service and mobile• Integrated SharePoint EDM• Integration to Capita Open
Housing• Processes designed in-house
About Optevia
250 Microsoft Dynamics
CRM projects
Public/ Private
Cloud and On Premise
Isos had work to do…
Processes
Presentation
Access
Analysis
Building Processes Core Build based on organisation, customers
and their needs Communication Methods and Templates Definition and Allocation of work / Cases Types Access to all data sourcesUsers then build their processes identified in the Analysis workshops Forms and records to be kept Flow of work Outcomes EscalationSome processes more complex than others…
Priority Assessment ASB – On ReportDo you feel this incident is associated
with your faith, nationality, ethnicity sexuality, gender or disability
3 0
Yes No
Do you think the current incident is linked to previous incidents?
2 0
Yes No
Have you informed any other agencies about what has happened – if yes who and are you happy for us to discuss this with them?
1 0
No Yes
Do you have any family or friends to support you?
3 3 1 0
Complainant lives alone and is isolated Complainant is isolated from people who can offer support
Complainant has a few people to draw on for support
Complainant has a close network of people to draw on for support
Risk Assessment – ASB – on allocation to Officer
Risk Assessment - ASB
Designed by Users
Analysis Workshops – groups of users sorted by function (team) or skills (role)
“As is” and “to be” processes Functional Requirements Document /
prototype Detailed Workshops of same / more users Functional Design Document / iterations Same users Test Same users Train Same users own the system
Future
A complete view of the customer Resolve problems of the customer Analysis of data to show interactions
but also segmentation, connections, patterns
Work wherever you need to work on whatever you have to hand
Let the customers do it for themselves
Optevia
Key Microsoft Partner
• ALMO, 27,500 properties• Full Customer Contact and
Service Centre• Patch based Housing Officers• Self-service and mobile• EDMS• Data exchange with
Northgate Housing• Social Listening• Customer Insight key driver…
About Optevia
250 Microsoft Dynamics
CRM projects
Public/ Private
Cloud and On Premise
14
Option to reward 'responsible' council tenants in Nottingham (NCH press release)
“Tenants of Nottingham City Homes are being consulted on proposals to bring in a scheme that rewards responsible tenants.The move would mean that tenants classed as being 'responsible' would receive a £100 credit to their rent account at Christmas. More resources are spent on the minority of tenants who do not act responsibly - so the new scheme would reward the majority of the existing 27,500 tenants and encourage better behaviour from those who will not meet the criteria.
Responsible tenants are defined as those who:look after their home and gardenpay their rent on time or stick to agreed arrangements to pay rent arrearsdo not commit crime or anti-social behaviour in their neighbourhood”
Optevia
Key Microsoft Partner
• Property Sales and Marketing
• 100 user system
• Open Market, Shared
Ownership, Affordable
Renting, Help to Buy
• Applications, Assessments,
buying process through to
new keys
• Integration with Right Move,
estate agents, HomeBuy
• Mining knowledge and data of
customers – income
classifiers, employment
types, etc
About Optevia
250 Microsoft Dynamics
CRM projects
Public/ Private
Cloud and On Premise
Optevia
Key Microsoft Partner
• Digital modernisation• Move from paper to web /
CRM• Sophisticated portal for
applicants, employers, educators and approvers
• Mobile• Integrated SharePoint
document management – 80Gb migrated
About Optevia
250 Microsoft Dynamics
CRM projects
Public/ Private
Cloud and On Premise
17
SSSC Portal
Optevia
Key Microsoft Partner
UK Supreme Court• UK’s Final Appeal Court,
creating legal precedent• Dynamics CRM 2013 Online
project• Integrated portal• Integrated SharePoint
document management• Digital case Management and
Tracking replacing paper
About Optevia
250 Microsoft Dynamics
CRM projects
Public/ Private
Cloud and On Premise
Optevia
Key Microsoft Partner
• Stakeholder and Membership
• Engagement with customer
and wider community
• Events and consultation
• Profiling and Segmentation
• Dashboards…
About Optevia
250 Microsoft Dynamics
CRM projects
Public/ Private
Cloud and On Premise
Stakeholder Dashboard
What CRM can do for Customer Insight
DATA Transactional History Channels “count”, numbers of things Costs Repetition and Failure
demand Performance of what was
delivered Satisfaction of what was
delivered
Understanding
Social Listening
KNOWLEDGE Wants and needs Opinion Channels Value Ideas Feelings
Building relationships
21
22
MARKETING / BRANDING / INSIGHT
Sainsbury’s nearest supermarket
Could go elsewhere Regulated Commercial
Transaction Reflects the community I
live in Cost / value Regulation Partners What did the customer
want? What did we provide to the
customer? What does the customer
think of us?
Social Landlord resident Could go elsewhere Regulated commercial
transaction Reflects the community I
live in Cost / value Tenancy agreement,
service standards, monitoring, reputation
Resident Groups How did we perform? What should we do in
future?
http://1drv.ms/1bMkuWj
CRM: Customer Service and Insight
Steve LyonOptevia