http://1drv.ms/1bMku
Wj
 Christine.Anderson@isoshousing.co.uk
Optevia

About
Optevia

250 Microsoft
Dynamics
CRM projects

Key
Microsoft
Partner

Public/
Private Cloud
and On
Premise
Optevia

About
Optevia

250 Microsoft
Dynamics
CRM projects

Key
Microsoft
Partner

Public/
Private Cloud
and On
Premise
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Do you feel this incident is associated with your 3
faith, nationality, ethnicity sexuality, gender or
disability
0

Yes

...
Optevia

About
Optevia

250 Microsoft
Dynamics
CRM projects

Key
Microsoft
Partner

Public/
Private Cloud
and On
Premise
Optevia

About
Optevia

250 Microsoft
Dynamics
CRM projects

Key
Microsoft
Partner

Public/
Private Cloud
and On
Premise
Optevia

About
Optevia

250 Microsoft
Dynamics
CRM projects

Key
Microsoft
Partner

Public/
Private Cloud
and On
Premise
Optevia

About
Optevia

250 Microsoft
Dynamics
CRM projects

Key
Microsoft
Partner

Public/
Private Cloud
and On
Premise
Optevia

About
Optevia

250 Microsoft
Dynamics
CRM projects

Key
Microsoft
Partner

Public/
Private Cloud
and On
Premise
What CRM can do for Customer Insight

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http://1drv.ms/1bMku
Wj
CRM in Social Housing: Customer Service & Insight
CRM in Social Housing: Customer Service & Insight
CRM in Social Housing: Customer Service & Insight
CRM in Social Housing: Customer Service & Insight
CRM in Social Housing: Customer Service & Insight
CRM in Social Housing: Customer Service & Insight
CRM in Social Housing: Customer Service & Insight
CRM in Social Housing: Customer Service & Insight
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CRM in Social Housing: Customer Service & Insight

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Using Microsoft Dynamics CRM 2013 in Social Housing as a platform for Channel Shift, to Improve Customer Service and gain valuable Customer Insight

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  • Getting customers to a place where they can be looking after themselves and their own solutionProject not product approach
  • Talk about some of these in more detail shortly but UKSC – Appeals Case Tracking to website / HS2 and Home Office couple of controversial ones / doh is about PQ’s / fire and rescue Scotland – same software, all NFP providing different services
  • Customer Access programme being delivered across the organisation
  • “responsible” ??
  • Once more demographic data is collected then the richer marketing material becomes
  • Despite being similar orgs Sainsbury's probably knows more about your customer than you do.Understanding by commerce that every customer interaction is a moment of insight – affects the brand. E.g. the way customer service has changed…CRM projects deliver channel management, tools, access to customers – how do we get a better relationship with customers, based on understanding and perception and being able to analyse that knowledge?
  • CRM in Social Housing: Customer Service & Insight

    1. 1. http://1drv.ms/1bMku Wj
    2. 2.  Christine.Anderson@isoshousing.co.uk
    3. 3. Optevia About Optevia 250 Microsoft Dynamics CRM projects Key Microsoft Partner Public/ Private Cloud and On Premise
    4. 4. Optevia About Optevia 250 Microsoft Dynamics CRM projects Key Microsoft Partner Public/ Private Cloud and On Premise
    5. 5.    
    6. 6.        
    7. 7. Do you feel this incident is associated with your 3 faith, nationality, ethnicity sexuality, gender or disability 0 Yes Do you think the current incident is linked to previous incidents? 2 Yes 0 No Have you informed any other agencies about what has happened – if yes who and are you happy for us to discuss this with them? 1 No 0 Yes Do you have any family or friends to support you? 3 Complainant lives alone and is isolated 3 Complainant is isolated from people who can offer support 1 Complainant has a few people to draw on for support 0 Complainant has a close network of people to draw on for support No
    8. 8. Optevia About Optevia 250 Microsoft Dynamics CRM projects Key Microsoft Partner Public/ Private Cloud and On Premise
    9. 9. Optevia About Optevia 250 Microsoft Dynamics CRM projects Key Microsoft Partner Public/ Private Cloud and On Premise
    10. 10. Optevia About Optevia 250 Microsoft Dynamics CRM projects Key Microsoft Partner Public/ Private Cloud and On Premise
    11. 11. Optevia About Optevia 250 Microsoft Dynamics CRM projects Key Microsoft Partner Public/ Private Cloud and On Premise
    12. 12. Optevia About Optevia 250 Microsoft Dynamics CRM projects Key Microsoft Partner Public/ Private Cloud and On Premise
    13. 13. What CRM can do for Customer Insight              21
    14. 14.                   
    15. 15. http://1drv.ms/1bMku Wj

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