PA Housing offers more than 23,000 affordable housing options across the Midlands, London and the South East as a registered provider of social housing. They offer various housing solutions ranging from affordable rent and independent living to shared ownership and outright sale for those in need.


The Problem

Following the merger of Paragon Housing and Asra Housing, PA Housing wanted to maintain the high standards of first-time fix and customer satisfaction across approximately 350 internal users. PA Housing required a CRM system that could manage the complex transactions, workflows, knowledge base, customer journey and reporting required.

On the rare occasions where agents could not resolve the enquiry, the system needed to allow for the work-flowing of the task to another group within the organisation, tracking actions and SLAs and providing comprehensive real-time and historical reporting. The measurement of the success of events and interactions with customers was also needed.

Other important factors included supporting the first point of contact issue resolution and through integrations, having a single source of the truth.

The Solution

Throughout the process, PA Housing met with the team that would be working on the project, made up of all in-house Project Managers, Business Analysts, Dynamics Consultants, Technical leads and Development Teams. Upon award, Blacklight conducted in-depth Requirement Capturing, Analysis & Design workshops with the relevant stakeholders within each area. This allowed for specifications to be drawn up and agreed upon. 

The expert development team commenced development on the Dynamics 365 platform in line with the specification. PA Housing conducted UAT at several stages throughout development due to the Agile methodology chosen. 

Functionality included:

  • Call Scripting to help diagnose the first point of contact resolution.
  • Bi-directional integration into Housing Management System; Asset Management System (Keystone); SharePoint Online;
  • Work Queues
  • Dashboards
  • Appointment Calendars
  • Warning Alerts/Flags (Vulnerable Tenant)
  • Custom Workflows

 By utilising Dynamics 365, the solution and the customisations are all mobile-friendly.

The Benefits

PA Housing has utilised the solution to improve customer satisfaction. Through the use of Dynamics 365, PA Housing now have a single view of the customer and users can view information on screen or via one click.

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