Industry voice: The social landlord is changing its business to work more efficiently as its services come under increasing demand, starting with implementing a new CRM.
There is a point where old IT systems begin to fall short of the demand for ever increasing efficiency - a challenge that has faced social housing provider Moat as it faces up to increasing pressures on its business.
“The old system was inflexible. We didn’t always own how things were delivered or have the expertise in-house” says Mark Rogers, director of customer contact at Moat. “Microsoft Dynamics gives us that.”
There were other reasons behind their choice, including being part of an industry standard platform, says Daniel Johnson, director of information systems. “We have stability backed up with a great level of support. At the same time we wanted the ability to manage our own destiny so we can manage the business and how it changes.”
Johnson says that working with an agile methodology was ideally suited to the task. By talking to customers from the start and continuing the dialogue throughout the process, Moat could undertake development in “bite size chunks,” allowing it to apply each stage to the business and ensure it was meeting requirements incrementally.
"Dynamics really has delivered what we thought it would deliver. It gives us an enormous amount of confidence for the future,” says Johnson.
Next, Moat will look at improving the contact centre using Dynamics' capability to integrate with other systems and continue to learn more about customer behaviour through the CRM, making better use of that data to improve customer service.
Watch the video.
Moat is a social business, expert in delivering homes and developing communities to meet local needs across the South East.
Find out more about the CRM for housing here.
