Hounslow Homes achieving star rating Presentation by sanmelody

VIEWS: 2 PAGES: 21

									Improving Customer Services
  – maintaining 3 star rating


Lynne Bann
Customer Services Manager
Hounslow Homes
Presentation Programme
   History of Hounslow Homes
   Challenges & issues
   Our Customer Services Vision
   Rationale for CRM
   Benefits Anticipated
   Hounslow Homes Approach
   Implementation
   Benefits - Realised
   Customer Satisfaction
   Lessons Learned
   The Future
History of Hounslow Homes

   Formed in 2002
   One of the first ALMO’s
   16,500 properties
   12,500 Council Tenants, 4000 Leaseholders
   Repairs Call Centre
   3 General Enquiries Call Centres
   Using Anite Housing System
Challenges & Issues

   Repairs system response times
   Not able to analyse customers follow-on calls
   Lots of “chasing” calls
   No follow-up to back office service requests
   No contact history on General Enquiries
   Long training requirement on system
   No management reports for customer service
   Operating as a 2 star ALMO
Our Customer Services Vision

   To improve Customer Services
   Enable first contact resolution
   Easy to use
   Provides scripting which will:
    –   Ensure a consistent approach to customer calls
    –   Enable staff to be trained more quickly
    –   Gives staff the ability and confidence to handle a
        wider range of enquiries
   To achieve 3 star customer service
Rationale for CRM

   Multi-channel/telephony integration
   Full contact history
   Integrates with back-office systems
   Assigning work to back office staff
   Assignment of service levels
   E-forms
   Reporting/analysis
Anticipated Benefits – Front-line
Staff

   Enable first contact resolution
   Easy to use – integration to back-office
    system
   Scripting:
    –   Consistent answers to customers’ questions
    –   Staff training easier and quicker
    –   Enabling staff to accurately answer more types of
        enquiries – with confidence
   Sending & tracking work to back office
    specialist staff
Anticipated Improvement to
Customer Services
   Full access to customer’s contact history.
   Front-line staff able to record details of enquiry
    and actions taken to resolve query.
   Integration with Housing Systems for retrieving
    information and updating the system.
   Faster and improved access to comprehensive
    customer information to resolve queries.
   Able to complete e-forms for customers.
   1 telephone number for all customer enquires.
   Enable Web self-service for customers
Hounslow Homes Approach
   LB Hounslow had chosen Lagan for CRM.
   Hounslow Homes Project Plan – Strong governance
   Dedicated project team
   BPR - involving all staff
   Utilisation of Intranet for Knowledge Base
   Clearly Defining System Integration Requirements
   Incremental approach
   Comprehensive in-house training
   Staff and customer consultation throughout
   Introduction of Customer Services Centre
Implementation

   Project start – October 2004
   Phase I – General Enquiries – Live
    November 2005
   Phase II – Repairs & Customer Service
    Centre – Live November 2006
   Phase III – Complaints & Self Service –
    Live 1st April 2008
Benefits Realised

   Front office
   Customer Services
   Back Office
   Management
   Business
Benefits – Front-line Staff -
Realised

   Enable first contact resolution - 75%
   Easy to use – integration to back-office system – fewer
    screens, staff able to update direct to system
   Scripting:
     –   Consistent answers to customer’s questions – configure
         ourselves involving staff
     –   Staff training easier and quicker – general enquiries – 2
         weeks; repairs – 1 month
     –   Enabling staff to answer more types of enquiries – with
         confidence
   Sending & tracking work to back office specialist staff
Improvement to Customer
Services - Realised
   Majority of calls resolved at first contact
   Full access to customer’s contact history.
   Front-line staff able to record details of enquiry
    and actions taken to resolve query.
   Integration with Housing Systems for retrieving
    information and updating the system.
   Faster and improved access to comprehensive
    customer information to resolve queries.
   Able to complete e-forms for customers.
   1 telephone number for all customer enquires.
Benefits – Back Office - Realised

   All incoming calls are handled by the Contact
    Centre
   The majority of calls resolved by Advisors
   Fewer interruptions – able to concentrate on
    their specialist work
   If an enquiry requires involvement of a
    specialist officer a “case” is sent to them
   Average number of cases received daily per
    back office staff is 2
   These are configured to ensure relevant
    information is obtained from the customer
Benefits to Back Office – cont.

   Cases set up to enable easier
    management and monitoring of back-
    office processes
   Utilising CRM as an in-tray for the
    management of work
Benefits to Management

   Able to easily monitor team’s work.
   Work not lost in In-trays.
   Easily able to reallocate work.
   Able to produce reports on performance.
   E-mail reminders to prevent breach of
    case SLA’s.
   Individual case management feeds into
    staff performance management.
Benefits to Business
   Improved efficiency through effective Business
    Process Re-engineering for introduction of CRM.
   Now have 16 CSC staff dealing with work
    previously carried out by 28 staff
   Streamlining services through utilisation of
    cases.
   Understand why customers are contacting you.
   Able to identify areas for improvement.
   Feeds into the continuous improvement process.
   3-Star rating achieved May 2005
Customer Satisfaction

   Important to ask!
   Survey sent out in HH News
   45% of customers said we were better
    than other private call centres
   40% said we were as good as other
    private call centres
   86% happy with the experience and
    service of the CSC.
Lessons Learned
   Strong governance and leadership
   Confidence in yourself
   Frontline staff involvement throughout the
    project
   Concept to reality – highs and lows all
    worthwhile
   Significant cultural change
   Need continuous collaboration between all
    managers
   CSC becomes the hub of the ALMO
The Future

   Self Service
   Telephony Integration
   Electronic Documents and Records
    Management System (EDRMS) Integration
   Lagan Enterprise Case Management (ECM)

   The journey continues for us and our
    customers…..
Improved Customer Services



        Questions and Answers



      www.hounslowhomes.org.uk
  lynne.bann@hounslowhomes.org.uk

								
To top