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With the introduction of Best Value,
Housing Association's (HA's) are adopting a means of increasing their client
liaison. A large amount of emphasis has been placed on the tenants, ensuring a
quality service is being provided to them in a more efficient manner. They have
been given a greater level of priority and are kept informed and involved in
all key stages within the organisation.
Implementing CRM within Housing
Housing organisations need to provide a more focused
service to their clients, which include the tenants, funders and supporters.
Advances within technology have lead to a number of solutions being available
in the industry. These can be used to collate information at a central source,
which in turn helps organisations to target their clients.
There are a range of tools available to enhance the
level of service provided. Technology has enabled easy access to information
pertaining to their clients. The internet/intranet technologies play a major
role in:
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Making the information available
- by providing facilities which will enable each person to have access to the
relevant data such as reports stating the current status of the organisation,
any new ventures being undertaken and news relating to their specific area.
This would in turn require interfaces via middleware to the organisation's
databases and accounting systems/General Ledgers. This would permit the
information to be readily downloaded and presented in a reporting format using
reporting tools.
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Faults/complaints logging and response
facilities - with the use of e-commerce.
Once a fault has been logged, it is almost instantly received by the
appropriate department and a housing officer would then tend to it. A response
can then be sent to the person who logged the file, either by phone, by e-mail
or by post. Reporting facilities can be linked to produce a detailed document
on the faults or any other logs that were made.
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Informing the funding bodies
- on a regular basis regarding the progress made within the
organisation. In addition to this, an update with all the financial matters can
also be sent, enabling them to see the effective usage.
Our offering within CRM
Every association continues to develop its businesses as
quickly and as efficiently as possible. With the ever increasing demand for
information and cost reduction, automation can often be the only viable
solution.
However, incorporation of new technology is not simply
about installing a piece of software or new hardware. It is time consuming and
does require tight project management with qualified resources to ensure that
the benefits are quickly realised.
At ILLY we regard our business clients as our partners
and to whom we offer a guaranteed service which is based on our three founding
principles:
Customers are the reason
we exist
Quality is not for
compromise
Focus and Delivery are
our Strength
As a professional software house, we believe in
delivering a production quality solution to our clients using a tried and
tested methodology. This includes:
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Clearly understanding the
business and technical requirements. |
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Recommending business
solutions which will meet the requirements and enable future expansion using
the most up-to-date technologies. |
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Guaranteeing a fixed price
and delivery to meet our client's expectations. |
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Tailored training and service
levels to ensure independent usage of the system. |
Clients, without doubt, are the focus within every
organisation. Technology is a tool that enables better management of customers
by increasing their service levels and
prospects ensuring a greater level of focus. Examples of the type of
components available includes:
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