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December 4, 2014

RHP boost customer service with Advanced ConsultCRM

Microsoft Dynamics CRM provides Richmond Housing Partnership with visibility across entire business.

By Ellie Burns

Richmond Housing Partnership (RHP), who own and manage over 10,000 properties in South West London, have implemented a CRM solution from Advanced ConsultCRM.

Microsoft Dynamics CRM has been deployed to provide same-day response levels to more than 400 payment and maintenance queries, handled by RHP’s 60 customer support staff every week.

Initially rolled out to frontline customer support staff, Microsoft Dynamics CRM has now been integrated with RHP’s back office systems in a second phase roll out.

This has allowed access to maintenance, asset management and retirement housing staff to consistent customer infomation, enabling better customer service.

Jonathan Creaser, Head of ICT at RHP comments: "We benchmark ourselves against the non-food CSI index which provides our customers and partners with visibility of our support achievement. Microsoft Dynamics CRM has been instrumental in helping us exceed previous standards and set challenging new targets."

"ConsultCRM has provided us with outstanding service and support throughout the project. Integrating CRM with our electronic document management system will further improve efficiency to enhance our service levels."

Microsoft Dynamics CRM includes business intelligence functionality, providing RHP’s management team with visibility of every aspect of the business. The solution includes workflow features that enable reports to be tailored to a manager’s needs.

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Creaser says: "Microsoft Dynamics CRM reporting functionality has made it easy to monitor performance across all teams and really drive our customer service levels. We can identify any possible gaps and make sure these are plugged as quickly as possible."

"Working with ConsultCRM has been a great experience and the support the staff have provided to us has been central to the success of the project. We would certainly recommend the company to other organisations."

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