Advances in technology improve the customer experience

SBHA’s CRM Project Manager Bryony Stocker is delighted with the results so far

Scottish Borders Housing Association went live with Castleton Technology’s EDRM and CRM in April 2016, initially for Complaints and Anti-Social Behaviour, and for General Enquiries in August 2016. Alongside this roll out, SBHA have implemented a Solutions Team, providing a one stop shop for all customer enquiries, with first point of contact solution to increase customer satisfaction and to continue to improve the customer journey. The next phase of the CRM programme is the roll out of Repairs, which began last month. This will allow all the benefits of the CRM system to be brought to the repairs service area with self service repairs for Tenants to follow early in 2018. 

One CRM user commented: “It makes contacting a tenant a whole lot easier, giving you ownership of facts and figures at your fingertips in a second.”

As part of the ongoing partnership with Castleton, SBHA is currently trialling mobile working for Planned Maintenance with Castleton’s Agile app, with plans to roll this out across the rest of the business over the coming financial year. The benefits of this are numerous, ranging from the reduction in admin time in processing paper forms, to being able to raise repairs and access account details in customers’ homes, increasing satisfaction.

Bryony Stocker, SBHA’s Project Manager for CRM, commented: “We are very pleased to have gone live with Castleton CRM and EDRM. Great care was taken to include staff as well as Tenants in the design and development of key modules and those early process mapping sessions are now paying off.

“The business benefits have been great, allowing increased visibility and accountability in customer contacts, and one source of information to answer any customer queries.

“These developments, together with mobile working, are key to the modernisation of our service delivery.

It has been an exciting time; our partnership with Castleton Technology has already made a huge difference to the way that we work, and will ultimately greatly enhance the customer experience.”

Scottish Borders Housing Association is one of the largest housing associations in Scotland, with 5,653 homes. Created by Tenants for Tenants, its mission statement is “to deliver the best housing choices, solutions and services that we possibly can. We aim to maximise our ability to invest in the quality of our homes and communities, partnerships and people.