Beacon Offers a Dynamic, Integrated Service for All Customers
Our team have been very excited by the arrival of our new Customer Relationship Management system, Beacon, this week. Over the past year we have been working with Esuasive, a technology consultancy who specialise in solutions for the housing sector, to create a core system that works for us and our customers. We have invested in modern systems which will enable us to manage repairs, rent payments and all service enquiries smoothly, with less need for our residents and clients to repeat information or to have to contact us to find out about progress. Over the past two days our teams have been collaborating together through training and familiarisation to ensure that Beacon benefits all corners of our business. As you can see, our teams are enthusiastic about these developments and are excited by their potential.
When the service is fully operational later this year, we will have a dedicated customer portal where our customers will be able to let us know about repairs, check their rent account balance, raise queries or concerns or update their personal information at any time that is convenient to them. The system will hold an automatic record of a customer’s on-line contact with us and we will have improved referencing systems so that they can pick up an enquiry with any member of our team. These improvements will be introduced gradually through the course of the year and we will provide our customers with more information about the customer portal closer to its launch. As part of preparing for the customer portal, we will be asking you to confirm your personal details – particularly your phone number and email address – so that we can make sure you are able to use all the new services. Please help us by having this information to hand when you call.
We have planned carefully for these exciting changes and have prioritised the needs of our customers at every stage of this process in order to minimise any negative impact. However, as with all new systems, there will be a period during which the system is settling down and where it is possible that there may be some teething problems. We wanted to let our customers know about these now so that you can contact us straight away if anything seems incorrect or odd to you – knowing that it is more likely to be our error than yours! We are incredibly excited by the opportunities Beacon presents and are confident that looking forward it will allow us to deliver a more responsive and reliable service to all our customers.