CRM solution improves customer service and case management
Radian Group (Radian), a major provider of social housing, care and support services, has implemented a CRM solution from Advanced ConsultCRM (Advanced) to drive its growth strategy. The contract follows Advanced’s recent acquisition of Goldcrest Solutions, a leading provider of Microsoft Dynamics CRM solutions to the social housing sector.
The Goldcrest housing solution (built on the Microsoft Dynamics CRM platform) is being used to resolve more than 80% of customer enquiries at first point of contact and better manage ongoing cases through to resolution.
Radian manages more than 21,000 properties in the South of England and has a turnover in excess of £120m. The not-for-profit organisation plans to build 1,500 homes over the next three years and invest in the private rented housing sector.
Following a competitive tendering process, the Group selected Goldcrest in preference to three other solutions. The solution integrates with Radian’s housing management system and was implemented in January 2015. The solution has been rolled out to 400 customer service and other customer facing staff, including surveyors, housing officers and tenancy support staff working out of their four main offices.
Shelia Starr, Head of Customer Service at Radian Group, explains, “We had outgrown our previous system, which was only being used by the customer service team. We therefore struggled to capture more specific information about our customers which became increasingly restrictive.
“In contrast Goldcrest’s housing solution is extremely flexible, intuitive and easy to use. We selected Advanced ConsultCRM as our preferred partner due to their comprehensive knowledge of Microsoft solutions and ability to tailor the system to our exact needs.”
Goldcrest provides a single and accurate view of its 42,000 customers to support consistent service delivery. The system has streamlined case management processes to enable more efficient management of all enquiries, from residents and non-residents and across all contact types such as telephone, letter and social media. The CRM solution is also being reviewed to replace existing systems within Radian’s Sales and Lettings department to record and monitor leads.
Shelia Starr comments, “By capturing more comprehensive information about our customers we can proactively tailor our services to suit their evolving needs. The solution is assisting us to understand our customers and their needs better and therefore offer a continuously improving service.
“Our future aim is to use effective profiling to assist with challenges such as Universal Credit and Digital Inclusion.”