Accent Group moves a step closer to omni-channel customer services with MIS AMS

Housing association, Accent Group that manages an estate of 22,000 properties and 39,000 tenants across five key regions, has taken another step closer to providing multi channel access to customer services for its tenants by integrating ActiveH CRM from MIS AMS into a new UK contact centre and providing a tenant portal from which residents can access and provide information.

The housing association, which back in 2012 brought three separate organisations and IT systems together choosing ActiveH housing management software, has since unveiled its new customer contact centre. ActiveH CRM provides the organisation with a single 360-degree view of its properties and residents, with plans to develop an omni-channel experience through integration with a new telephony and technology platform.

“ActiveH provides one set of data and a single interface for our front line teams to use, which gives us an invaluable single view of the customer,” explains Andrew Kidds, head of customer contact, Accent Group.

“We’re now able to make every conversation we have with tenants count, as the CRM solution provides the ability to provide a first call resolution on most issues.

“Plus, since we launched our digital self service customer portal last year, we now have 3,800 customers who have set up a live account and can report repairs online, get access to rent statements and rent account information as well as being able to report anti-social behaviour. We recognise the priority to enable digital services and are working with MIS on making this happen.

Accent Group has worked with MIS AMS over the last four years to transform itself and become a leading edge housing provider.  The working relationship is ensuring the technical capabilities of the organisation are developed and that it can go on to provide a true omni-channel customer experience to its residents. ActiveH CRM is certainly helping Accent get a step closer to the end goal.

Chris McLaughlin, managing director, MIS AMS said: “Housing associations are working towards the ultimate goal of omni-channel customer services where resolution of problems happens more efficiently and costs can be driven down by offering digital alternatives to traditional methods of contact, such as face to face and telephone.

“CRM and tenant portals provide the most efficient way to communicate with residents, whilst reducing the cost of customer contact to counteract the 1% rent cuts that came into effect this year.”