Streamlined Repairs Service 

LHA-ASRA Group’s call-centre is now using a new Customer Relationship Management System (CRM) for every repairs call. 

Now, when one of our customers needs a repair, CRM suggests questions to ask the customer to help diagnose the issue. Depending on the answers, CRM then gives the advisor specific advice, tailoring the response to each individual call. CRM also gives advisors instant access to information the customer might find useful in the meantime and makes a record of the conversation, so the repair can be tracked right through to completion.

Every call is given a unique case number so if there are any problems we can quickly review what has happened and put measures in place to improve the service.

Michaela Marcham, Head of Customer Service, is impressed with how CRM helps improve customer satisfaction. “CRM reports tell me what stage each enquiry is at, who is dealing with it, and when it is due to be completed. The advisors also appreciate being able to see every step of the process so they can keep customers up-to-date.”

The call-centre now resolves 82% of all repairs calls at first line, and more processes are planned so that Income and Housing enquiries will also benefit by the end of 2010. The contact centre is open for emergency repairs 24 hours a day, and for non-emergencies from 8am to 8pm on 0116 257 6716.