Yorkshire Coast Homes

“The system has allowed us to have fast and cost effective communication with our customers.” Linda Woodward, assistant director, performance and improvement.

Yorkshire Coast Homes begin to use CMGR, Capita’s SMS application, to support their Income Team, and with 50% of customers using mobile phones, it was an obvious avenue for the social housing organisation to explore.

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Starting with texting low-level arrears actions, YCH saw success in collecting amounts that were previously hard to collect. Following this success, they continued to develop the functionality of the texting service, quickly adding it to their repertoire of communication methods on offer to customers.

YCH also rolled out SMS to remote working staff providing care services, as they had stated that the best method of communication for them was via mobile telephone. Following this, CMGR has allowed YCH to data cleanse ensuring that customers’ mobile telephone numbers are up to date, as well as using SMS for contractors to communicate information to customers regarding appointments and repairs.

Key benefits of Capita CMGR at Yorkshire Coast Homes:

• Opened an additional communication channel for staff and customers
• Improved frequency and quality of communication with customers
• Increased participation from customers
• Increased responses from customers querying early, low level arrears
• Increased engagement with younger customers
• Seamlessly integrated with existing back office systems
• Increased accuracy of tenant/customer records held by YCH
• Eliminated duplicate tenant/customer records
• Improved organisational efficiencies
• Increases ease of data cleansing
• Improved customer satisfaction levels
• Contributed to overarching corporate strategy at YCH, especially around no access costs.
• Implementing the Capita CMGR SMS application is just the start of the journey.
• Yorkshire Coast Homes hopes to use this along with other innovative technologies to provide further efficiencies and improved customer services in other areas of the organisation.

Contact us to find out more about our SMS technologies and other systems to benefit your social housing organisation.