Alliance Homes selects Netcall to improve customer service

7th Aug, 2013
Read time: 2 minutes

Alliance Homes has selected Netcall's CRM (Customer Relationship Management), EDRMS (Electronic Document and Records Management System) and Eden™ applications to improve customer service and revolutionise internal operations.

Alliance Homes' aim is to deliver an excellent customer experience and therefore they needed the right technology at the heart of all processes to help them do so. The housing association sought an enterprise-wide solution that allows them to provide a fully integrated, compliant case management process, offering a complete 360° view of all tenant records, contacts and communications. In addition they wanted to support field workers with full mobile access. Alliance Homes chose Netcall because of the solution match and its understanding of social housing and tenant interactions to enhance workflows that aid in providing great customer satisfaction.

Simple to deploy and maintain, Netcall's ECM suite delivers a central repository for all records and interactions with mobile, telephony and two-way integration capabilities. Designed to scale across any customer engagement or document driven work flow Netcall's solutions provides business process management and integrates easily systems (such as Oracle Financials, Cedar eFinancials, Open Accounts, PeopleSoft Financials, Corero Resource 32000) securely and in real-time.

Zoe Manning, Alliance Homes

"We at Alliance Homes are committed to ensuring we provide the best customer experience throughout the organisation. By investing in new technologies and reviewing processes across the organisation, we will bring about improved customer interactions and provide a greater level of service to all tenants and customers."

Mark Holmes, Sales Director, Netcall

"We are constantly developing new ways of using our solutions, tailoring them to our customers' requirements and helping in the complete transformation of their internal and external processes. Combining CRM, EDRMS and Eden offers a very flexible solution that will allow Alliance Homes to work more efficiently across the entire organisation and still deliver outstanding service to all stakeholders."

About ECM for Alliance Homes - EDRMS, CRM and Eden
• Through Netcall's CRM Alliance Homes have a complete, 360° view, of all tenant records, contacts and communications. The solution, integrating client feedback and suggestions, has been developed specifically for the Social Housing sector. It recognises the caller and presents their details and information to the advisor, quickly and efficiently. Alliance Homes' Customer Services team can then answer the majority of interactions at first call.
• Through the EDRMS solution Alliance have a single, central repository for all documents and records, with access to the updated versions to all authorised users. The organisation plans to move completely away from paper and work electronically, with Netcall helping in the scanning of 1.5 million documents.
• To complete the solutions suite and facilitate an easy integration for the CRM and EDRMS with pre-existing systems, Alliance Homes also acquired Netcall's Eden. This enables data from disparate sources to be displayed in a single screen, allowing for one view of all the customer information from various back-end systems. Eden also provides a two-way integration, entering and updating data in the CRM and the back office applications to ensure the consistency of tenant records for all Alliance users.

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