We know our customers have busy lives and time matters. So when there’s a problem with your home that you need our help with we also know you want it sorted as quickly as possible. So we’ve been busy investing in a new computer system designed to help all our team members to speed things up, from reporting an issue through to getting it resolved
This new customer relationship management system, or CRM for short, will put everything we need to know about our customers and their home at our fingertips. It’s fast replacing a collection of old and disconnected computer systems that made it challenging for our team members to get the information they need to help you.
The system went live in early 2023 and we’ve been expanding its capabilities throughout the year. The ultimate goal is for it to become a single ‘one stop shop’ for everything we need to know to help provide our customers with a truly effortless experience. So instead of having to pass information about customer needs between departments or through lots of different computer systems – all team members who are involved in a request have access to the same information all in one place. It makes handing work over between teams more efficient and helps keep projects on track.
Of course getting new to any new system like this takes time and in the early phases it did slow down our telephone response times while our team members adapted. But now it’s well established and the CRM has played a big part in substantially reducing call wait times – 90% of customers currently wait less than five minutes to speak to someone.
There is still work to be done and more of our old systems to be moved across to the CRM. But we’re well on the road to our vision of an ‘all in one’ system with all our data in one place. This will be great for our team members in allowing them to see quickly what’s going on and what needs to be done. And ultimately that should make for an improved service for all our customers.
