CRM

Put your customer at the heart of your CRM.

Key Features

Single view of your customer with information drawn from multiple sources

Customisable view depending on a user’s role and requirements

Customisable case management and workflow to manage cases effectively

Profile customers for greater insight

Direct your target marketing and campaigns via email, SMS and post

Social media integration

Driven by a powerful data warehouse

Real-time updates, displaying the latest information stored in back office systems

Mobile enabled for consistent user and customer experience out in the field

Enables efficient ASB and Compliant Management

Complete 360⁰ visibility of your residents, properties and tasks on a single screen.

Overview

Castleton CRM draws information from multiple back office systems and shares it in a single, intuitive and adaptable view; personalised to your requirements. The system provides users with instant access to all the information they require for a successful and efficient customer interaction.

Whether using other products from Castleton’s fully integrated product suite, or our range of integration tools to work with products from other providers, you can put Castleton CRM at the heart of your customer service delivery to drive customer excellence across your organisation.

Castleton CRM is mobile enabled - giving your field operatives access to essential information exactly when and where they need it.

CRMHousingMaintainCommunity

CRM

Key Benefits

Customer centric design, putting your customers and properties at the heart of your system

Improved customer interactions thanks to speed and ease of information access

Staff have access to all the information they require in a single screen to make the most efficient customer contact and raise tasks accordingly

Accessible to field operatives, with real-time information

Update information in sync, removing the need for data entry duplication across separate silo systems.

Supports Complaints and ASB management so issues can be dealt efficiently

Internal and external SLA’s met thanks to ease of access and transparency of data

Trusted CRM solution, currently used to support over 500,000 users

Your Customers at the HeartUnderstanding the needs of your customers and having instant access to information to provide a consistent high-level of service is paramount to every organisation, now more than ever. Castleton understands that your customer-facing and contact teams need a complete picture of your customers and their issues at the click of a button.

Traditionally this sort of information is stored in many back-office systems such as Housing, Asset Management, Repairs, ASB and Finance. Accessing a wide range of information at point of contact quickly and easily can be a real challenge particularly when the nature of enquires are diverse. Many of your existing systems are designed to be property centric and are not necessarily focussed on the customer so linking contacts and events and managing tasks can be difficult.

Castleton CRM is completely designed around the customer, ensuring information is easily accessible from a single screen view.

A Customisable system• Personalise the user interface depending on what is relevant to their role, allowing

you to speed up response times to customer queries • Built in case manager and workflow capacity enable your staff to capture, progress

and track customer service requests• Dynamic bucket designer provides absolute control over the presentation of

information• Integrates with other Castleton solutions as well as 3rd party suppliers, so you can

put Castleton CRM at the heart of your customer service delivery to drive customer excellence across your organisation.

Data in safe handsOur system is powered by a Data Warehouse and Integration Layer, providing a highly efficient data exchange to ensure that information held in the system is up to date. We offer a complete range of web services to provide integration capabilities, plus our Data Driven Services and Web Hooks make it easy for you to integrate with other systems.

With all the data integrations coming together, information is presented in a single screen to provide a complete customer account. Your teams can instantly access a complete customer record to see contact history, tasks, events, and Rent balance, Repairs, Planned Works and Documents amongst many other items.

Customer validation checks will ensure sensitive data is only made available to those who should have access. In addition, data validation controls will ensure customer records are kept up-to-date and prevent duplication of customers.

Supporting Self-ServiceDigital self-service is now an essential part of your business transformation process. Castleton CRM enables tenants to perform a whole host of ‘self-service’ tasks, including; accessing and updating their personal details online, viewing rent statements, making payments, reporting a repair, and checking on its progress. CRM allows you to send email, SMS and postal campaigns and surveys to targeted groups of tenants at the click of a button and engage with your tenants through fully integrated social media feeds.

Our customer profiling facility offers the flexibility to create any type of profiling entity, plus retention and prioritisation settings, allowing you to understand your customers and the best approach to deliver services to them.

Designed to facilitate consistent and high-level customer service

Your back-office systems

Web Services

Housing, Finance, EDRM, ASB, Complaints, Reporting, Assets

Data Warehouse

Centralised information from back office systems

Agile Staff app

Agile Customer app

CRM-Contact centre

Managing Anti-Social BehaviourCastleton’s ASB system offers a robust, fully integrated yet flexible way to manage your ASB. Action Plans guide users through the correct processes whilst events record all actions completed by the case handler or other users in date order to evidence that policies, procedures have been followed and organisational targets have been met.

The system can restrict user access to sensitive cases and includes a full event log in date order to show exactly what has happened on a case.

Hotspot mapping shows all current ASB you are dealing with and visual alerts (potentially violent, vulnerability indicators) will assist case handlers in managing a case effectively.

The outstanding actions list will automatically highlight the most serious cases and prioritise those which require review. The system also enables the user to attach court papers, photos, videos, letters etc to a case and also gives users the ability to record direct costs associated with a case.

Complaints ManagementThe system will ensure that all of your internal and external SLA’s are maintained by providing full visibility of all complaints, what stage they are at, who is dealing with them, what the last action was and what the next actions should be; to ensure that the issue is fully investigated and the customer is provided with a prompt and professional response.

Full visibility is provided through Key Performance Indicators (KPI) to report on every issue in the system and the efficiency of the responses and service provided.

Automated customer updates can be sent up via text, email or letter to keep customers up to date at every stage. Escalation procedures are also defined to alert team leaders and/or managers if the organisation is in danger of failing to respond within the defined SLA.

CRM

Software Solutions:0845 241 0220

Cloud & Core Services:0845 643 0642

info@castletonplc.com www.castletonplc.com

Castleton Technology pave the way for delivering the most comprehensive set of technology solutions and services, in an integrated way to support every aspect of your organisation’s needs. Contact Castleton for further information about our truly integrated solutions offering.