HOUSING MANAGEMENT TOOL CASE STUDY
After Build provide complete property warranty management solutions for both developers and housing associations.
After Build were previously using a Microsoft Access database for the day to day running of the business which included logging, managing and reporting on calls from homeowners.
The Access database was restrictive and staff were having to manually comprise and distribute client reports. SLA tracking was not automated and also time consuming as staff were manually collating daily warnings for contractors. They were beginning to outgrow its reporting capabilities and were often faced with integration problems.
Infinity Group implemented Microsoft Dynamics CRM to replace Microsoft Access. Using Dynamics’ built in service management functionality, extended to cater for requirements specific to the property management vertical, we delivered a solution to manage the processing of calls, SLAs and automated end-to-end reporting. This reduced staff time, increased consistency across the company and ensured there were minimum errors.
Dynamics CRM web based API allowed Infinity to create a Client Portal enabling After Build to interrogate data themselves and enabled them to create and schedule their own reports for delivery via email.
Our software development team built an Occupant Portal to allow occupants to log calls on the web, reducing inbound call volumes. Occupants can now also check the progress of queries on the portal itself resulting in less phone calls to check on the progress of jobs. The management team can also proactively monitor feedback, and accurately measure the levels of service staff are delivering through the portal.
As a result of moving to Microsoft Dynamics CRM, After Build have been able to rapidly expand their team, safe in the knowledge that the systems they have in place are reliable and scalable.