Customer success stories - SLH - DtL Creative€¦ · their Civica Cx implementation. The project...
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Customer success stories Helping social landlords deliver excellent solutions
Transcript of Customer success stories - SLH - DtL Creative€¦ · their Civica Cx implementation. The project...
Customer success stories Helping social landlords deliver excellent solutions
DtL Creative were asked by South Lakes Housing to help advise and guide them through the lifetime of their Civica Cx implementation. The project was the first significant Cx project to go-live. Our goals were: • To support the South Lakes
team in the overall project governance.
• Act as a critical friend and take part as a project board member.
• Ensure the project had strong change control and a model that allowed a flexible implementation.
• Ensure the complicated integration architecture was managed effectively.
• Ensure the highest project quality assurance.
• Support the data migration. • Develop and control the testing
program.
The scope looked at a wide range of areas across the business and involved a great deal of staff. We looked at the following in some detail:
• Process design and ensuring the business had a plan to improve many areas of operations but especially CRM.
• Interfaces and reducing the complexity of the overall amount of systems in play.
• Designing the testing strategy and then managing it to completion.
• Customer services, CRM and communications were key, and we designed from the ground up the Cx communications definitions.
• Mobile solutions were key and we advised in the solution.
The results: South Lakes became the first landlord to go-live with a full Cx system. They are still an exemplar of implementing this system.
South Lakes said: “Dave Loudon was an ever-present help throughout the project and was instrumental in making sure the communication with Civica was at the highest level. “DtL Creative helped us ensure the system testing was controlled and on-time” ‘DtL Creative insight into CX and ability to engaged our staff has been outstanding.” Similar projects: Civica Cx and Keystone implementation with Barrow Borough Council. Click here. Advice on Cx implementation with Shepherds Bush. Click here. Further information: Web: www.dtl-creative.co.uk Visit and join our very popular LinkedIn group: Housing Management Systems – Best Practice.
