customer service transformation in social housing · source: ; visceral business...
TRANSCRIPT
Customer Service Transformation in Social Housing
20 February 2014
Leeds
#psfbuzz
Social CRM
Dylan Chipp, Director
To Cover Today
Context
Social CRM
The Future
Quiz
Time
126m 150m 250m
900m 290m 125m
259k Likes
54k Followers
44k Likes
Source: www.ebizmba.com; Visceral Business #connectedhousing2013
Massive
Growth
in 2013
0 100000 200000 300000
2013
2012+ 298%
+ 247%
+ 236%
The Largest 100 RPs have
1.3m homes and 0.2 likes per home….
Source: Visceral Business #connectedhousing2013
What is Social CRM?
Unified View
Suppliers
Peers
Customer services
representatives
Process
Centric
Contact
Management
Well-Defined
Periodic
Connections
Simple linear
Transactions
All employees Engage
Conversation
Centric
Community
Management
Dynamic and
Evolving
Sustained Engagement
Complex Relationships
Trad
itio
nal
CR
M
Soci
al C
RM
2013 Engagement
Channel Highest
engagement
Telephone 97%
In person 49%
Email 36%
Website 10%
SMS 8%
Social media 6%
Visceral Business #connectedhousing2013
5 Drivers for CRM + Social
Relationships are more complex
1
Customers are getting older…..
2
73% of people wouldn’t care if the brands
they used disappeared from their lives
3
Social Housing isn’t going to turn UnSocial
4
Service Face to
Face
Telephone Post IVR Online
Saving Assumed
£10.53p £3.39p £12.10p £0.20p £0.08p
£10.45p
£3.31p
£12.02p
Potential VFM
5
Increase customer loyalty
Increase rapport
Decrease costs
Increase R&D
Improve trust
Gain insights
The Future….
Does your CRM system incorporate Social streams?
How Social is your organisation, from top to bottom?
What is the state of your own digital strategy?
What is the profile of your customers?
Where digital skills are you missing?