explore engage elevate Jamie Barker, Project Manager Town and Country Housing Group To Infinity – and Beyond!
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explore
engage
elevate
Jamie Barker, Project Manager
Town and Country Housing Group
To Infinity – and Beyond!
explore engage elevate
Jamie Barker
11 years experience in Social Housing
From admin boy to Project Manager
Celebrating my 1st birthday working with Dynamics CRM
Love new things
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Town & Country Housing Group
9,000 homes in 22 local authorities
Institute of Customer Service accredited
2 star Best Company
Investors In People
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The Drive for CRM
Customers wanted it
Staff wanted it
The business needed it
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The Challenge
Satisfaction was decreasing
It had to be integrated into our back office
Staff had to buy-in
Data “less” culture
Change in Project Drivers
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Background
Our first CRM
Not the first time we tried to implement CRM
Big issue… staff didn’t like Dynamics (2011)
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The Vision
CRM to save the world!
Big idea, small projects
Greatest piece of advice we found:
“Dynamics can do almost anything –and that's not always a good thing”
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Housing Management
Data Warehouse
Dynamics CRM 2015
Customer app
Mobile
Customer portal
3rd party data
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Bringing people along
Technology is not the risk but culture is
Making people feel part of what is happening
Looking at tools to measure user adoption
Try new ways to communicate
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Demo Time
Demo 1
Demo 2
PowerBI Usage dashboard demo
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Sway demo
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Howdy, partner
We needed a partner to support us
They needed to understand us
We didn’t want to be reliant on them forever
But we did want it to be a long term relationship
Its quickerIts quicker
Much quicker and more straightforward – no having to input
details already held on the system, such as
address, tenancy start date etc.
Much quicker and more straightforward – no having to input
details already held on the system, such as
address, tenancy start date etc.
Its reduced my emailsIts reduced my emails
It has made staff take ownership of
their work and has made people
accountable
It has made staff take ownership of
their work and has made people
accountable
It has made the Customer Service Advisor job much
easier as they can now see previous
interactions and who is dealing a particular
issue
It has made the Customer Service Advisor job much
easier as they can now see previous
interactions and who is dealing a particular
issue
CRM has created transparency amongst the Neighbourhood Housing Managers
workload and helped me to understand the and the quality of their
response
CRM has created transparency amongst the Neighbourhood Housing Managers
workload and helped me to understand the and the quality of their
response
CRM will enable me to allocate workload effectively and the workflows that are
being designed into the system will also help me
standardise our response to ensure consistency of
service
CRM will enable me to allocate workload effectively and the workflows that are
being designed into the system will also help me
standardise our response to ensure consistency of
service
CRM has completely changed the way in which I work- the quality and volume of data it provides enables me to gain a complete overview as to why our customers are contacting us and how we are meeting their individual needs.There is no hiding behind CRM, everyone has a responsibility to provide excellent service to both internal and external customers and therefore, staff members are truly accountable for their actions.When I look back to how we used to work, its seems completely archaic and old fashioned, now we are on an exciting journey of emerging technologies, process automation and new business intelligence.
CRM has completely changed the way in which I work- the quality and volume of data it provides enables me to gain a complete overview as to why our customers are contacting us and how we are meeting their individual needs.There is no hiding behind CRM, everyone has a responsibility to provide excellent service to both internal and external customers and therefore, staff members are truly accountable for their actions.When I look back to how we used to work, its seems completely archaic and old fashioned, now we are on an exciting journey of emerging technologies, process automation and new business intelligence.
60
65
70
75
80
85
May June July August September
Customer satisfaction %
BC AC
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The impact
43% reduction in complaints
7% Increase in customer satisfaction
Satisfaction in how we handle enquires has shot up to 90%
Service demand data is shaping our resource deployment
Saved some poor person 60 hours of data entry
Killed 3 spreadsheets
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We have lift off!
More spread sheets killed off
Internet of things
Application rationalisation
Mobile
Business Intelligence
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engage
elevate
Jamie Barker, Project Manager
Town and Country Housing Group
To Infinity -and Beyond!
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