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CRM has arrived…

We are extremely pleased to announce that Enfield Homes went live with the new CRM (Customer Relationship Management) computer system at the end of January.

This was a phased go live to enable us to deal with all transaction other than repairs through the new system, which is 50% of all enquiries received from our customers.

We are continuing to develop and test the repairs functions of the system and plan for this work to be complete by Spring 2011.

What does this mean?

The move to CRM is a huge but positive change for the organisation and our customers.

The phased approach will allow us to start using a new system, whilst continuing to offer a high quality service to our customers.

After the success of going live with all non-repairs enquiries we will gradually go live with all repairs enquiries.

Our Customer Service teams have split across our Claverings and Edmonton sites. Staff at each location can now handle all enquiries.

How does this affect me?

When you contact us, our Customer Service Officers will be able to record full details of your enquiry so if you need to contact us again we will have a full history of all contacts you have made with us.

We will try to deal with as many of your enquiries at the first point of contact, but if we can’t, we will send a case to the appropriate person and they can track this case to make sure it is dealt with.

The system will also provide us with detailed information about what customers contact us about and why. This will allow us to make improvements to the service, which will benefit our customers.

We will also use the system to help us reduce the amount of contacts that were avoidable, by making improvements. This will reduce call volumes allowing us to be available to deal with customers when they really need us.

We will continue to keep you updated with our progress with the new system and hope that when you contact us the experience is a positive one.