Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

SEC Event - 14 June 2016

No description
by

on 10 August 2016

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of SEC Event - 14 June 2016

Complaints
Contact Centre
Structure
SEC Event - 14 June 2016
John Barr - Customer Experience Director
Julie Stevens - Customer Experience Manager

Response
Repairs Teams
Kent
London
Sussex
Housing Management
Income Collection
Financial & Digital Inclusion
Survey Team & Central Admin
Compliments & Complaints
Training & Workforce Planning
CRM & Technology Support

Listen
Don't get defensive
'Glad, sure, sorry'
Empathy
Ask questions
Our chance to fix it
What you CAN DO?
Discuss alternative and agree actions
Do it now!
Our housing sector challenge
Positive customer
experience based on
what's important
Value for money
and efficiency -
Save more, build more
Transactions each month
1,000 satisfaction surveys
22,000 calls
+5,000 sessions on MyAccount
5,500 Income SMS messages
Awards & accreditations
3,000 items of post
Collect £15 million in rent and service charges
1,200 emails
Going digital
Fit for the future
Investing in our people
28,000 homes in London, Kent and Sussex

Close the loop ... keep customers happy
98.49%
Why CRM?
Log every customer contact
'One view' of:
Customers
Files
Homes
Improve customer profiling - tailor services to meet needs
Advantages
Efficient - view other systems
Workflows
Visual cues
Nothing gets lost
Agent to expert
Where are we now?
15,000 cases and activities logged a month
500 full users
More cases logged outside our contact centre
CRM PEGs - Enables continuous improvement
1 stop CRM SharePoint page
- Access to quick guides
- Regular posts
Show me you know me
We expect value for money
Do what you say you'll do
Keep us in the loop
Show me you know me
Make it easy
Reduced calls from 32,000 to 20,000 a month
Reduced head count in the contact centre by 8
June 2016 - 23 live formal complaints
Outcomes
Task group
+8,000 users
+5,000 page hits a month
Rent statements is the highest hitting page (3,000 a month)
98.82%
98.19%
10.12 days
97.32%
Unlocking Potential
2016-2020
Merger
?
?
?
?
?
?
Full transcript