Social housing provider selects CRM for improved customer service

Riverside has selected the KANA Lagan Enterprise solution to support its customer service needs.

At Riverside, Lagan Enterprise will be integrated with Capita Academy Housing as well as antisocial behaviour, document management, telephony and email management systems. Users will have access to all the information they require in both customer- and property-centric views within a unified desktop.

The resulting 360-degree view of the customer will show geographic and property information with linked family, tenancy, and personal information and data about any associated assets, schemes, events, alerts, issues, contacts, tasks and service requests. It will allow Riverside to use this information in an intelligent and proactive way when interacting with clients. For example, the user can be prompted or alerted during any interaction with a customer about outstanding arrears, service requests, overdue gas re-servicing, imminent capital works, and any other data relevant to the interaction such as disabilities and profile information.

“Lagan Enterprise enables us to fundamentally change how we interact with our customers across all channels, but also to maintain consistency and quality of service,” said Richard Lyon, IT project manager, Riverside. “We chose KANA due to its exclusive focus on customer service solutions.”

The software enables Riverside representatives to handle more calls more effectively, Lyon says it will also allow better insight into operational performance to enable service improvement and greater proactivity.

“Social housing providers find themselves operating in an extremely challenging environment,” said David Moody, head of worldwide product strategy, Public Sector, KANA.“Lagan Enterprise gives social landlords the contact management capabilities needed to empower staff to provide focused, proactive and quality services, with the information and customer data they need to do this, and to make up for the lack of customer focus that is typical of most existing, primarily property-centric, housing management systems today.”