Transforming Customer Service

Enfield Homes’ journey

Vicki MorganHead of

Customer Services

Who are we?

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

Where were we?

Staff had limited skills

Large numbers of calls were transferred –

“switchboard”Minimal IT tools

Disjointed approach

Repeat calls

Where are we now?

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

Case management

All customer

information on one

page with instant links to

more detailUp to date

account info (refreshed

daily)Live repair history

(refreshed every

search)

CRM & CTI

system with

single sign on

Where will we be?

Fully integrated system

Make appointments

for inspectors & contractors

Link repairs diagnostic

system to CRM

Raise repairs, service requests,

work orders & inspections

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

Advice & Pitfalls

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