Download - Transforming Customer Service Enfield Homes’ journey Vicki Morgan Head of Customer Services
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Transforming Customer Service
Enfield Homes’ journey
Vicki MorganHead of
Customer Services
![Page 2: Transforming Customer Service Enfield Homes’ journey Vicki Morgan Head of Customer Services](https://reader036.vdocuments.us/reader036/viewer/2022062417/551bbedf550346c3588b4906/html5/thumbnails/2.jpg)
Who are we?
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Since 2008 Enfield Homes has managed the housing stock for Enfield Council (working with tenants & leaseholders)
We set up a Customer Services team & a free-phone
number
We merged our Repairs Centre with Customer
Services in 2010 to give customers a consistent
service
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Where were we?
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Staff had limited skills
Large numbers of calls were transferred –
“switchboard”Minimal IT tools
Disjointed approach
Repeat calls
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Where are we now?
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Highly skilled staff using systems which
support them
FAQ’s – to enhance knowledge & maintain
consistency
Vastly improved contact resolution –
75% of all contacts are resolved within
Customer Services without transfer
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Case management
All customer
information on one
page with instant links to
more detailUp to date
account info (refreshed
daily)Live repair history
(refreshed every
search)
CRM & CTI
system with
single sign on
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Where will we be?
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Fully integrated system
Make appointments
for inspectors & contractors
Link repairs diagnostic
system to CRM
Raise repairs, service requests,
work orders & inspections
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Classify every transaction to understand who
contacts us & why
Classify every contact to understand if it
was avoidable or not
Produce reports on any aspect of customer
contact
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Advice & Pitfalls
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People• Involve experienced
staff in the planning
• Excellent training
• Invest heavily in change management
• Be prepared for the long haul
Technology• Plan well
• Detail, detail, detail
• Ensure existing IT infrastructure is fit for purpose
• Be clear on any future IT upgrade strategies
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