Council housing management organisation Hounslow Homes has completed the integration of customer relationship management (CRM) software with its back office systems.
The arm’s length management organisation, which runs council housing on behalf of Hounslow council, west London, has integrated its Lagan CRM system with its Anite housing management system and the back-office applications used to schedule and cost repairs.
The integration project, managed by NCC Group, used adapter software to provide a two-way interchange of data between the front and back-office systems.
The integrated system now allows Hounslow Homes’ customer service advisors at a newly launched customer services centre to search residents’ case histories, refer enquiries, complete paperwork, schedule appointments for housing repairs and follow-up calls. Residents can also report and track repairs securely via the Hounslow Homes website.
Lynne Bann, head of the Hounslow Homes customer service centre, said: “We have completely transformed the way that we deal with our customers and now focus on how and when our customers want to communicate rather than asking them to fit in with what suits us.”