Jamie Barker's presentation from his session describing the Town and Country Housing Group's journey implementing Dynamics CRM

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Jamie Barker, Project Manager
Town and Country Housing Group
To Infinity – and Beyond!

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Jamie Barker
11 years experience in
Social Housing
From admin boy to
Project Manager
Celebrating my 1st birthday
working with Dynamics CRM
Love new things

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Town & Country Housing Group
9,000 homes in 22
local authorities
Institute of Customer
Service accredited
2 star Best Company
Investors In People

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The Drive for CRM
Customers wanted it
Staff wanted it
The business needed it

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The Challenge
Satisfaction was decreasing
It had to be integrated into our back office
Staff had to buy-in
Data “less” culture
Change in Project Drivers

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Background
Our first CRM
Not the first time we tried to implement CRM
Big issue… staff didn’t like Dynamics (2011)

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The Vision
CRM to save the world!
Big idea, small projects
Greatest piece of advice we found:
“Dynamics can do almost anything –
and that's not always a good thing”

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Housing
Management
Data Warehouse
Dynamics CRM 2015
Customer
app
Mobile
Customer
portal
3rd party
data

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Bringing people along
Technology is not the risk but culture is
Making people feel part of what is happening
Looking at tools to measure user adoption
Try new ways to communicate

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Demo Time
Demo 1
Demo 2

18. PowerBI Usage dashboard demo

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Sway demo

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Howdy, partner
We needed a partner to support us
They needed to understand us
We didn’t want to be reliant on them forever
But we did want it to be a long term relationship

23. Its quickerIts quicker
Much quicker and
more straightforward
– no having to input
details already held on
the system, such as
address, tenancy start
date etc. 
Much quicker and
more straightforward
– no having to input
details already held on
the system, such as
address, tenancy start
date etc. 
Its reduced
my emails
Its reduced
my emails
It has made staff
take ownership of
their work and
has made people
accountable
It has made staff
take ownership of
their work and
has made people
accountable
It has made the
Customer Service
Advisor job much
easier as they can now
see previous
interactions and who is
dealing a particular
issue
It has made the
Customer Service
Advisor job much
easier as they can now
see previous
interactions and who is
dealing a particular
issue
CRM has created
transparency amongst
the Neighbourhood
Housing Managers
workload and helped
me to understand the
and the quality of their
response
CRM has created
transparency amongst
the Neighbourhood
Housing Managers
workload and helped
me to understand the
and the quality of their
response
CRM will enable me to
allocate workload effectively
and the workflows that are
being designed into the
system will also help me
standardise our response to
ensure consistency of
service
CRM will enable me to
allocate workload effectively
and the workflows that are
being designed into the
system will also help me
standardise our response to
ensure consistency of
service

24. CRM has completely changed the way in which I work- the quality
and volume of data it provides enables me to gain a complete
overview as to why our customers are contacting us and how we
are meeting their individual needs.
There is no hiding behind CRM, everyone has a responsibility to
provide excellent service to both internal and external customers
and therefore, staff members are truly accountable for their
actions.
When I look back to how we used to work, its seems completely
archaic and old fashioned, now we are on an exciting journey of
emerging technologies, process automation and new business
intelligence.
CRM has completely changed the way in which I work- the quality
and volume of data it provides enables me to gain a complete
overview as to why our customers are contacting us and how we
are meeting their individual needs.
There is no hiding behind CRM, everyone has a responsibility to
provide excellent service to both internal and external customers
and therefore, staff members are truly accountable for their
actions.
When I look back to how we used to work, its seems completely
archaic and old fashioned, now we are on an exciting journey of
emerging technologies, process automation and new business
intelligence.

25. 60
65
70
75
80
85
May June July August September
Customer satisfaction %
BC AC

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The impact
43% reduction in complaints
7% Increase in customer satisfaction
Satisfaction in how we handle enquires has shot up to 90%
Service demand data is shaping our resource deployment
Saved some poor person 60 hours of data entry
Killed 3 spreadsheets

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We have lift off!
More spread sheets killed off
Internet of things
Application rationalisation
Mobile
Business Intelligence

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engage
elevate
Jamie Barker, Project Manager
Town and Country Housing Group
To Infinity -
and Beyond!