Computers make it personal

At South Staffordshire Housing Association, we’re combining PCs with people power.

Although computers are part of everyday life, they’re no substitute for a friendly voice. At South Staffordshire Housing Association, we’re combining PCs with people power – and using technology to get closer to our customers.
 
When developing our new computer system, we updated 4,000 customer records - checking names, dates of birth, translation and support needs.  We also asked how people wanted to communicate with us.
 
As a result, we’re more sensitive to customer needs.  When someone calls us, we can access their details instantly.  And if they need an interpreter or other help, the system alerts staff to offer appropriate support.
 
General communications have been personalised.  Short-sighted customers automatically receive large print letters and statements.  Information about mobility problems is logged on repair orders, prompting staff to wait longer for customers to answer the door. 
 
And all calls are monitored, which helps us to spot common queries – then publicise the answers in newsletters, customer mail-outs and website articles.
 
The system also helps us to plan future services.  Simple queries show us where to target spending on support services, or promote benefit take-up.
 
Jan Goode, head of customer services, said: “This system has fundamentally changed the way we work, empowered our front-line staff and made a difference to our customers.  And it makes good business sense, resulting in less than one per cent of missed appointments, fewer chase-up calls and better information.”
 
For more information, please contact Christine Thorpe on (01785) 312000.

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