Customer Service Transformation in Social Housing

20 February 2014

Leeds

#psfbuzz

Social CRM

Dylan Chipp, Director

To Cover Today

Context

Social CRM

The Future

Quiz

Time

126m 150m 250m

900m 290m 125m

259k Likes

54k Followers

44k Likes

Source: www.ebizmba.com; Visceral Business #connectedhousing2013

Massive

Growth

in 2013

0 100000 200000 300000

FaceBook

Twitter

Linkedin

2013

2012+ 298%

+ 247%

+ 236%

The Largest 100 RPs have

1.3m homes and 0.2 likes per home….

Source: Visceral Business #connectedhousing2013

What is Social CRM?

Unified View

Suppliers

Peers

Customer services

representatives

Process

Centric

Contact

Management

Well-Defined

Periodic

Connections

Simple linear

Transactions

All employees Engage

Conversation

Centric

Community

Management

Dynamic and

Evolving

Sustained Engagement

Complex Relationships

Trad

itio

nal

CR

M

Soci

al C

RM

2013 Engagement

Channel Highest

engagement

Telephone 97%

In person 49%

Email 36%

Website 10%

SMS 8%

Social media 6%

Visceral Business #connectedhousing2013

5 Drivers for CRM + Social

Relationships are more complex

1

Customers are getting older…..

2

73% of people wouldn’t care if the brands

they used disappeared from their lives

3

Social Housing isn’t going to turn UnSocial

4

Service Face to

Face

Telephone Post IVR Online

Saving Assumed

£10.53p £3.39p £12.10p £0.20p £0.08p

£10.45p

£3.31p

£12.02p

Potential VFM

5

Increase customer loyalty

Increase rapport

Decrease costs

Increase R&D

Improve trust

Gain insights

The Future….

Does your CRM system incorporate Social streams?

How Social is your organisation, from top to bottom?

What is the state of your own digital strategy?

What is the profile of your customers?

Where digital skills are you missing?

Questions?

Dylan.chipp@voluntas.co.uk

@Dylan_Voluntas