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 detail

Up 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