While our new CRM (customer relationship management system) is making life easier day-to-day for our team members, crucially it’s also delivering benefits for customers too.
For example, this year one of our customers contacted us to find out how their application for a mutual exchange (a home swap with another customer basically) was going as they were keen to move. Thanks to the CRM our team could quickly see all the applications for the swap that we’d received and the due date for the customer to get their final decision. The system also showed which property checks had been arranged. And as a result of having all this information available immediately, we were able to give the customer a full and accurate update on the spot.
Another customer who wanted to know when follow-on work from their repair contacted us by phone, email, and My Account all on the same day. Before the CRM this could have caused a lot of confusion and duplication but because all the information was available in one place, we could see that the customer was clearly anxious and also respond quickly and effectively without having to send multiple replies.
These are just a couple of small examples of how a ‘one stop shop’ for our information is making life better and as the CRM system expands into all our operations the benefits are set to grow even further.
