Housing Associations must provide excellent customer services to their tenants, however the typical housing management systems are not designed to act as a call centre and customer management solution.

Goldcrest's Housing solution bridges the gap between the call centre and housing management systems.  We have designed our application to help improve interactions between a tenant and their Housing Association and make sure that the call centre staff have all tenant and property information at their finger tips. 

Typically housing associations deal with many queries from their tenants and these need to be logged on various different systems.  The Goldcrest Housing Association solution provides a single view of all tenant data and therefore allows for queries, complaints and comments to be quickly logged on to CRM and a summary of all tenant details from all other systems in the organisation to be displayed simultaneously.

After an enquiry, whether it be a complaint, query or repair, the CRM system will automatically route the call, via workflow, to the correct individual and then prompt the individual to ask the right questions regarding the issue.  Any steps to resolve these issues can then be created in CRM and passed to other indivduals in the organsiation, either via email or tasks, or by updating back office systems.  Microsoft Dynamics CRM is the most flexible CRM solution available for integrating to other database applications and Goldcrest Solutions have a wealth of experience integrating to a variety of back office systems using Microsoft's highly functional web services.

Tenants can contact the call centre in a number of ways, via phone, letter, SMS, email and web.  If the phone number or email address is recognised then the details of the tenant will be automatically recognised by the CRM system and logged against the record in the database automatically.  Also all history of the tenant (including payments, repairs and property) will be stored against the contact record or pulled from associated systems.

Because Goldcrest's solutions are based on Microsoft Dynamics CRM, security can be configured on a record or field level to ensure tenant confidentaility when necessary.