Civica, a market leader in specialist systems and business process services that help organisations transform the way they work, has signed an agreement with Muir Group Housing Association under which Muir Group will become the first organisation to implement Civica Housing Cx.
Designed to be delivered as a web-based application, Civica Housing Cx has been developed to help housing providers transform customer services and efficiency, and improve the experience for tenants and employees through its application style interface, accessible any time, any place and from any device, including a smartphone, tablet or netbook.
With its HQ in Chester, Muir Group manages over 5,000 properties within 33 local authority areas. Through the provision of one consolidated service, Civica Housing Cx will help Muir Group to deliver high levels of service whilst achieving IT-based savings. The implementation of Cx is the latest step in Muir Group’s journey to modernise systems and plays a key role in its wider transformation agenda.
Catherine Dixson, Chief Executive at Muir Group explains, “We wanted a trusted IT partner with the skills, knowledge and commitment to help us achieve our goals with minimal disruption to our customers and staff. We’re confident that Civica will help us innovate to meet the ever-increasing demands of our environment and the changing needs of our customers, ensuring we continue to deliver and improve service excellence.”
Civica Housing Cx sets a new standard through its integrated customer relationship management and communication capabilities, enabling organisations to manage all interactions across multiple channels including email, text and social media, and with the ability to determine the preferred language to improve engagement between tenants and housing associations. The solution will also enable associations to issue surveys, develop interactive marketing campaigns and host tenant group forums. It offers ease of deployment across a wide range of different devices and an improved ability to capitalise rapidly on new technology.
Ian Whitwell, Muir Group‘s Head of ICT continues, “We’re excited to be leading the way with Civica Housing Cx. Whilst addressing the needs of the business, Cx is based on the most modern technology, consistent with our ICT strategy and affording savings in system management overheads, for example through its genuine, device independent, browser-based deployment. We are already well underway with project planning and Civica has assigned a top-tier team to deliver and manage the implementation.”
Civica Housing Cx at Muir Group will cover customer relationship management, rents (including rent arrears management, tenancy management, mutual exchange, direct debits), repairs, allocations (including waiting lists, voids, core reporting), service charges, ASB and feedback and a full suite of reports delivered via Microsoft Reporting Services. Future plans include the development of an interactive Customer Portal, the Web Service architecture of Civica Housing Cx readily lending itself to this type of development.
Jeff Hewitt, managing director of Civica’s Housing division concludes, “Social housing providers throughout the country continue to face the challenge of doing better with less. Civica Housing Cx has been designed to support our customers in achieving precisely that; we are delighted to have Muir Group on board as the first to implement it and absolutely committed to ensuring the programme’s success.”