Welsh housing association boosts CRM

United Welsh Housing Association has selected IBS OPENSystems software to boost its customer relationship management.

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United Welsh Housing Association has selected IBS OPENSystems software to boost its customer relationship management.

The housing association manages 3,600 homes in Wales and also provides accommodation for elderly and disabled people through its Living+ scheme. It is set to implement IBS’s OPENHousing, OPENFinancials and OPENMobile packages to streamline its document management and workflow processes from April next year.

United Welsh IT manager Tracy Williams said the new software would be used to improve customer service levels, helping the association’s 125 staff process documents such as invoices and bills more efficiently and improving service through users' access to real-time data.

“Once the system is fully implemented, caller ID will be instantly recognised. The user will be able to view customer call history and details enabling requests to be dealt with more efficiently. This in turn will provide improved service delivery and most importantly, increased customer satisfaction,” she said.

The housing association will use the OPENMobile module to help it manage property repairs more efficiently. The software allows staff based outside the office to access core data from United Welsh’s systems through a PDA. Field staff will also be able to update the system with the progress of repairs as they work.

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