Espacil Habitat manages more than 20,000 social housing units throughout the West of France and the Paris Region.

It relies on direct contact with property managers, but also wants all its employees to be able to address each tenant request efficiently.

Its CRM project, therefore, covers the company as a whole.

Efficy CRM helps us achieve greater tenant satisfaction. We are able to respond to their requests more consistently
Philippe Cloarec
Head of Tenant Management

The CRM solution as the cornerstone of the tenant relationship management

Every month we receive between 2,500 and 3,000 requests, administrative or technical, from existing tenants, former tenants, housing applicants, etc.

It has become essential for social housing organisations to equip themselves with solutions to manage this customer relationship.

Our CRM system means the company can centralise and log all their interactions with tenants so as to optimise the follow-up.

Thanks to the automation features of the CRM solution, processing times were also greatly reduced.

Moreover, we are able to offer more consistent answers to our various audiences thanks to the knowledge base which is available to all our employees.

In short, we could no longer manage if we did not have this CRM solution which is coupled with our sector-specific systems.

Key facts

  • picto
    2.500 to 3.000
    requests received every month
  • picto
    60
    fixed licenses
  • picto
    40
    floating licenses

Efficy: replacing an obsolete solution with a user-friendly tool

At Espacil Habitat, we already had a Customer Relationship Management solution. However, over time, this tool had become obsolete and no longer met all our requirements.

We launched a call for tenders in order to find a software solution to replace our existing solution. A consulting firm assisted us in drafting the specifications. An internal working group worked with the consultant to identify and list all the needs.

Three providers were invited to give a demonstration. The demonstration provided by Almavia andEfficy teams, as well as the work they had carried out on their prototype, proved to us that they had fully understood our needs. They were able to offer a demonstration and solution based on the realistic scenarios we had provided.

This enabled us to see how Efficy could help us in the future. The solution they presented to us also seemed very user-friendly and more modern. Another added benefit was that some features meant we would be able to broaden the scope of what we wanted to do with the solution.

A tool open to future evolution, and warmly welcomed by staff

Efficy was very well received by users. It is much more modern than the previous system they had been using. Little training was required because the company already had a Customer Relationship culture. To guide the roll-out of the solution, we set up detailed operating procedures. To facilitate things, we also implemented processes to automatically create tasks in the calendars of users following the type of request.

We are currently working on two upgrades. First, Computer Telephony Integration, which will enable our advisors to see who is calling thanks to the screen pop feature, and have all the information about the caller directly. Then, we will implement an interface between the CRM solution and the tenant Extranet will enable our tenants to access their requests directly so they can follow their progress.

Results

  • Improved request management
  • Reduced average request processing time
  • Greater consistency in the answers offered to tenants
  • More efficient information sharing

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