1. Transforming Customer Service Enfield Homes’ journey Vicki Morgan Head of Customer Services

2. Who are we?

3. 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

4. Where were we?

5. Staff had limited skills Large numbers of calls were transferred – “switchboard” Minimal IT toolsDisjointed approachRepeat calls

6. Where are we now?

7. 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

8. 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

9. Where will we be?

10. Fully integrated system Make appointments for inspectors & contractors Link repairs diagnostic system to CRM Raise repairs, service requests, work orders & inspections

11. 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

12. Advice & Pitfalls

13. 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