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How housing associations can use Microsoft Dynamics 365 to improve the customer experience

How housing associations can use Microsoft Dynamics 365 to improve the customer experience

The social housing landscape has, and continues to be, shaped dramatically by a number of shifting elements, including central government policy, wider economic trends and of course the unknown impact of coronavirus.

To add to that, housing associations are focusing on finding a tool which enables staff to provide a consistent service experience to tenants who are increasingly expecting to self-serve and digitally engage around the clock with their housing providers.

Microsoft Dynamics 365 is an incredibly cost-effective way of fulfilling tenant expectations while helping to improve efficiencies and reduce costs. Let’s see what else you can achieve with Dynamics 365.


Provide a consistent customer experience

Dynamics 365 is future-proof platform that provides the flexibility to allow you to manage your data the way you want.

It also allows you to reduce costs by automating business processes and discovering operational efficiencies, empowering employees to deliver services digitally, whether that is going into the office/shop in person to log a query, call the contact centre, send an email or use a virtual chat agent. This enables a self-service channel-shift that improves the tenant experience and supports your business growth on a platform that can easily be adapted to on-going changes in the channel.


Gain a 360 view of your customers

 Dynamics 365 uses a common data model and can be integrated with various other data sources, enabling you to gain a 360 view of each tenant in one profile. No need to search through disparate, legacy systems, everything you need to know in one place.

This pre-packed tool enables you to pull all your tenant data into one location and then segment that data to gain insights into your tenants needs, driving personalised experiences.

You can take these insights one step further when you integrate Dynamics 365 with Power BI, for seamless data visualisation, and the Azure IoT suite, to keep you connected to your tenants.


Improve facilities and repairs management

In spring 2019, it was reported that the largest chunk of housing associations’ spending was on routine maintenance, totalling £1.94bn, or 59% of the overall spend. But in a time when housing providers are being forced to cut costs, day-to-day repairs present one of the biggest opportunities to save costs.

Dynamics 365 for Field Service enables you to efficiently manage and carry out tasks related to managing and servicing facilities while empowering your maintenance team to resolve cases faster. All cases, stored in the common data model, are triaged, evaluated and actioned within Dynamics 365 taking your field service from reactive to proactive.

Azure IoT sensors keep you connected to your tenants as they feed data into Dynamics 365 in real time. A sensor detects an issue before it becomes serious, it then sends an automatic alert to Dynamics 365 which creates a new case file in the system, assigned to the relevant engineer who can resolve it remotely or on site.


Deliver a seamless, end-to-end service with best in class CRM, data analytics and IoT technology to give your customers the best experience possible. Watch the video below to find out how you can unify and understand your customer data and derive insights enabling you to deliver personalised processes and experiences.