GCHA are a housing association based in Kent that look after 800 properties across 150 sites. They provide affordable rented and supported housing for young people and purpose built housing for people with learning and physical disabilities.
Prior to working with Infinity Group, GCHA were using the Pyramid Housing Management System from OmniLedger for the day to day running of their operations. These tasks include property management, rent collections and maintenance.
Their legacy system was built on outdated technology, with a counter-intuitive user interface that hadn’t been updated for many years. The system had several usability issues and training new staff to use it proved to be extremely difficult. Additionally, their existing system didn’t provide the flexibility and accuracy in terms of reporting, which is a critical component of GCHA day to day operations; it also lacked automation in the form of reminder processes and tenant interactions.
Infinity Group implemented Microsoft Dynamics CRM integrated with Microsoft Dynamics NAV to provide a complete replacement to GCHA’s legacy system. Dynamics provides a modern, user friendly interface that’s easily accessed through Microsoft Outlook. Unlike their previous system, user adoption was instant and staff really like the tightly integrated activity management features, allowing them to easily track emails, phone calls and quickly schedule reminder tasks.
Using the power of Microsoft Dynamics CRM’s workflow engine, GCHA’s business process have been streamlined and integrated within the platform to ensure users always follow the correct process driven activities such as lettings, mutual exchanges, successions and arrears processing. We also implemented workflows to automate reminders and escalate issues that are not dealt with within SLAs and to prevent any actions from being overlooked.
Our Microsoft Dynamics CRM customer service management module was implemented to manage complaints and maintenance. This was combined with an innovative offline mobile application for contractor job sign-off and both SMS and email based customer satisfaction surveys. As a result, GCHA have reduced the amount of paper they process as well as greatly increasing business efficiency and customer service levels.
Infinity Group ensured that GCHAs Housing management CRM system accommodated GCHA’s future business vision. We ensured we developed a solution that was not only fit for purpose now but was adaptable for any future changes to their working practices, including adding the new and exciting Microsoft Dynamics components that are currently evolving.
We continue to work with GCHA on an ongoing basis.