Espacil Habitat.
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.
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"efficy's platform helps us achieve greater tenant satisfaction. We are able to respond to their requests more consistently"
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.
A tool open to future evolution, and warmly welcomed by staff.
Maxo has been very well received by users. The solution is much more modern. Training time was very limited, as we already had this CRM culture. To support deployment, we put in place detailed operating procedures.
And to make work easier, we also set up procedures which automatically create tasks in the diaries of the people concerned, according to the type of request.
We are currently implementing two new developments. The telephony-computer coupling will enable our advisors to benefit from the caller's identity and access his or her history directly.
The interface between the CRM and the tenant extranet will give our tenants access to their current requests to see how they are progressing.
Maxo 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 and Maxo 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 Maxo 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.
Key facts.
3 000
60
40
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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« The CRM is at the heart of our members' knowledge. All organizations have access to our directory and can update their information directly. We also use it to send emails and organize our professional days. »
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«For Vivest, customer relations are just as important as the vacancy rate or the rate of unpaid rent. Thanks to the efficy's platform, we now have a better knowledge of our customers, sectors and the state of the stock.»
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« We needed a flexible solution that could adapt to the complexity of our business and manage our business processes and lead management from A to Z. »
A CRM adapted to your sector
Whether you are a bank, an association, a large company or an SME, there is an Maxo solution for you!
