Richmond Housing Partnership sets new standard in customer services with Advanced ConsultCRM

Published Thursday, December 4, 2014 5:30 PM by Nathaniel Suda, Digital Director, Advanced

Richmond Housing Partnership (RHP) has transformed customer service levels by implementing a CRM solution from Advanced ConsultCRM. The Microsoft Dynamics CRM solution is being used to provide same-day response levels to more than 400 payment and maintenance queries handled by RHP’s 60 customer support staff every week. 

RHP own and manage over 10,000 properties in South West London. The organisation has big ambitions, and as part of its five-year strategy, it plans to build 500 new homes by 2018.

Microsoft Dynamics CRM was initially rolled out to frontline customer support staff. A second phase, involving integration with RHP’s back-office systems, has also now been completed. The solution is accessible to maintenance, asset management and retirement housing staff and provides consistent customer information, enabling them to resolve customer cases in a timely manner. 

Jonathan Creaser, Head of ICT at RHP comments: “We are dedicated to providing exceptionally high customer services levels. We benchmark ourselves against the non-food CSI index which provides our customers and partners with visibility of our support achievement. Microsoft Dynamics CRM has been instrumental in helping us exceed previous standards and set challenging new targets.”

“ConsultCRM has provided us with outstanding service and support throughout the project. Integrating CRM with our electronic document management system will further improve efficiency to enhance our service levels.”  

The solution is fully integrated with RHP’s website and enables customers to access information relating to them and their property, make changes to their account and view updates provided by RHP’s support teams. Online services have relieved pressure on contact centre staff who now have more time to dedicate to resolving complex customer issues.  

Microsoft Dynamics CRM includes sophisticated business intelligence functionality which provides RHP’s management team with visibility of every aspect of the business. This is key to ensuring service level targets are met and exceeded and also forms the basis for strategic decision making. The solution includes workflow features that enable reports to be tailored to a manager’s needs.

Creaser says: “Microsoft Dynamics CRM reporting functionality has made it easy to monitor performance across all teams and really drive our customer service levels. We can identify any possible gaps and make sure these are plugged as quickly as possible.”

“Working with ConsultCRM has been a great experience and the support the staff have provided to us has been central to the success of the project. We would certainly recommend the company to other organisations.” Creaser concludes. 

ConsultCRM recently joined the prestigious Microsoft Dynamics Inner Circle following an outstanding performance. The Inner Circle is an elite group of Microsoft partners with sales and service achievements that rank them in the highest echelon of the Microsoft Dynamics global partner network. All members of the Inner Circle have performed to a high standard of excellence by delivering valuable solutions that help organisations achieve increased success.

ConsultCRM is an Advanced Computer Software Group company. In 2014, the Group won Tech Company of the Year in PwC’s UK Tech Awards and was ranked in the Deloitte UK Technology Fast 50, which recognises the 50 fastest growing technology companies in the UK.