Forward thinking customer service delivery
Leeds Federated is a registered social landlord providing 4,000 homes in Leeds, Harrogate and Wakefield. With a large tenant
base, the Customer Service Team were kept busy managing and updating customers (tenants) information,
drawn from a number of disparate databases.
Committed to “building futures together” and delivering a continued high level of service, Leeds
Federated recognised the benefits of prioritising areas for further development with the aim of continuing
to keep the business efficient.
In line with their goals to continue as a high performing Association, LFHA required a Customer Relationship
Management (CRM) application capable of displaying a comprehensive view of their customers (tenants)
using information drawn from a number of disparate databases, with the ability to record, view and
manage details of all communications with their customers.
Our Approach
We had worked closely with Leeds Federated over recent years and before the term 'smart phone' was introduced, we had developed
the “Mobile Task Manager” application for them. A revolutionary tool in it's time which they embraced,
maximising on the available technologies to help them keep their running business efficiently.
With this new project, great care was taken throughout the analysis and development to ensure that
our approach delivered a solid software business solution, where information could be retrieved quickly
and remained easily accessible, ensuring the most important information would always be viewable.
Breeze IT's successful response to the tender was for a bespoke web based application utilising Microsoft's
Silverlight technology, alongside ASP.NET and SQL Server 2005 which enriches the user journey and
specifically allows the user to manage several customers' records simultaneously.
The Results
The results of our work delivered a cost effective, feature rich, fully integrated housing management system. A bespoke application,
designed around Leeds Federated's specific business processes - and a delighted customer. We believe
the alternative would be an expensive, slow and cumbersome off-the-shelf package that would require
highly compromised, inefficient business processes to be designed to fit around it.
The bespoke CRM application helps Leeds Federated to manage their tenants and streamline all facets
of tenant interaction. Using the secure CRM system, employees can easily identify individual tenant
profiles, improve tenant relationships, maximize their landlord service, and develop tenant loyalty.
Customer, relationship and contact management within a dynamic, web based CRM has never been so
easy!
