transforming customer service enfield homes’ journey vicki morgan head of customer services
TRANSCRIPT
Transforming Customer Service
Enfield Homes’ journey
Vicki MorganHead of
Customer Services
Who are we?
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
Where were we?
Staff had limited skills
Large numbers of calls were transferred –
“switchboard”Minimal IT tools
Disjointed approach
Repeat calls
Where are we now?
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
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
Where will we be?
Fully integrated system
Make appointments
for inspectors & contractors
Link repairs diagnostic
system to CRM
Raise repairs, service requests,
work orders & inspections
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
Advice & Pitfalls
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