Elevating Housing Association Customer Service: A Comprehensive Guide to Microsoft-Powered Modernisation

Struggling to understand what part of the Microsoft power platform could be used in your organisation to improve processes and reduce costs? then this may be of use. I wrote a paper for a small Housing Association who were asking the same thing. They’re in the process of merging so the work didn’t go any further. However, I hope turning the paper into a blog will help others in the sector.

Housing associations nationwide are looking for ways to modernise their customer service operations. Most are dealing with legacy systems, and there is a growing need for an upgrade. This blog provides strategic guidance, focusing on leveraging the Microsoft ecosystem that many organisations already have at their disposal.

Key Objectives:

Many Housing associations have these as key objectives that steer their customer service strategy:

1. Individual Customer Needs: Keep track of and cater to individual customer needs efficiently.
2. Comprehensive Contact Management: Log and track interactions with all customers, especially those with complex needs.
3. Process Automation: Streamline operations by automating processes wherever possible.
4. Regulatory Compliance: Build a system that is not only compliant with current housing regulations but also adaptable to future changes.
5. Cost: Cost-effectiveness is paramount.

The Strategy: Before diving into technical solutions we suggest developing a comprehensive customer service strategy. This will help identify key processes that need to be built, where costs need to be optimised and guide operational efficiency. A crucial first step is a process mapping exercise, laying the foundation for the technical solutions that will follow. Here’s how we can help

Strategy in place its time to identify how the Microsoft Power Platform and Microsoft 365 applications can offer a robust set of tools to support your strategy

The Structure:

1. Data:

Data forms the backbone of the entire system. Associations are currently undertaking data cleansing exercises, laying the groundwork for building appropriate tables within the dataverse. The HACT UK Housing Data Standards provide a valuable guide for this process, ensuring a single source of truth for the organisation.

Implementing these standards facilitates better data sharing, integration, analysis, and security. It also supports the generation of insightful reports using PowerBI and introduces advanced tools like Co-Pilot.

2. Day-to-Day Processes:

Automating day-to-day interactions is critical. Power Virtual Agents can handle routine customer queries, while Power Automate streamlines workflows for more complex issues. Integration with DocuSign (ok not a part of the power platform but useful to know) further enhances efficiency in processes like tenancy management.

Exploring IoT sensors for proactive issue resolution and encouraging customer participation in home inspections through web forms or Customer Voice adds a layer of innovation.

3. Managing Complex Queries:

For vulnerable customers, storing key information in Dataverse ensures tailored support. Dynamics and Power Automate work in tandem to trigger actions at crucial points, ensuring compliance and efficient case management.

4. Engaging with Customers:

Utilising the customer portal/app or Power Pages enables customers to self-serve, reducing the need for calls or expensive visits. Customer voice feedback becomes integral, contributing to continuous improvement and regulatory compliance

The Final Structure:

After completing the strategy work, the implementation plan includes:

1. Build the core data model.
2. Identify and map key processes.
3. Create a roadmap for building processes with the necessary products and automation.
4. Get building.

This blog serves as a high level starting point, adaptable to the final strategy. It showcases the possibilities now and in the future, leveraging familiar assets within the Microsoft ecosystem.

Housing associations are poised to revolutionise their customer engagement, embracing a modern, efficient, and cost-effective approach that aligns seamlessly with their overarching strategies. The journey begins with leveraging the power of Microsoft technologies to create customer-centric housing associations that adapt to regulatory changes and empower staff to focus on what matters most – providing exceptional service to residents.

What’s the main challenge you’re facing? Select an option below to find out how we can help you.

We need a quick proof of concept to help back our business case: Struggling to secure funding for your #Dynamics or #Powerapps implementation? Need to show what they can do? then this is for you

Our business case has been approved but we need help to get going: We know that it can be overwhelming. Where do you start, how do you bring your business case to life? Our #D365ForHousing package can help you get going

We’ve started our Dynamics/Power Apps project but struggling to find the time to gather some serious momentum: This is a tough one, the will is there and everyone is up for it but you just struggle to find the time to get things moving while you do the ‘day job’. Our project support service can help lighten the load

We just need a bit of training or access to some handy templates: Then this Business Analysis 101: A Simple and Effective Course for Non-BAs course may be of use or perhaps visit our store to access some handy templates

Original Post https://deliveringcrm.net/2023/12/18/elevating-housing-association-customer-service-a-comprehensive-guide-to-microsoft-powered-modernisation/