A new way of ensuring any reports of damp and mould in our customers’ homes are dealt with in the most effective way has been launched as part of our ongoing digital transformation.
Working with partners, Salesforce and Globant, we have brought in a new Customer Relationship Management (CRM) system, known as Genforce. An innovative, user-friendly system that contains a special module to deal with damp and mould cases, it will now help tackle an issue some customers experience as the colder months loom.
It will be a key part of our approach to dealing with damp and mould to provide safer homes across Sunderland that will see:
- The category of risk from any occurrence of damp and mould in a customer’s home logged at the point it is reported or identified
- Every customer who contacts us with an issue of damp and mould being allocated a dedicated case co-ordinator, to assist throughout the repair process and provide after-care to ensure all issues are rectified
- New and improved customer literature to appear online and to be distributed where required
- Colleagues having a full view of every customer interaction on the new case management system on Genforce
James Haste, Director of Property Maintenance at Gentoo Group, said: “This phase of our new system, Genforce, is crucial for the organisation as we approach the winter months.
“The new module will strengthen the way damp and mould is logged internally, which will help us provide safer homes for our customers.
“Last year, the tragic impact of mould and damp left everyone shocked and saddened, and as an organisation we’ve invested heavily in our systems and resources to tackle any issues relating to damp and mould in our properties.
“Our mission here was to make and shape this around our people, customers and colleagues to allow us to deliver quality service - and not for the technology to shape the way we worked, so we’d like to thank Salesforce for their help on this project.
“The module is exactly what we were looking for and we’ve already had some feedback from colleagues saying how straightforward the system is to use.”
We have recently launched other modules of the system, including ‘Customer 360’ – where all customer interactions can be logged in one place to provide a better service.
Speaking about the partnership, Thomas Lancefield, Sales Lead for Social Housing at Salesforce UK and Ireland, said: “Salesforce is proud to be partnering with Gentoo on their Genforce programme. It has been fantastic to how the system is already having an impact on Gentoo’s customers and colleagues.”
