A short conversation with Moat’s Customer Contact Director, Kristian Melgaard, Tenant Services Manager, and Lorraine Grindley, Head of Customer Accounts about why they invested in RentSense the benefits it has helped deliver.
What was income collection like prior to RentSense?
There was a need to free up capacity within the income team. As an organisation we cannot continue to provide extra resources indefinitely, we needed to target our efforts where they are required
With the CRM we had one person checking and filtering the caseload before this was passed to the officers. However, this alone took them the majority of the day on a Monday, so the team were not getting their workload until the Tuesday.
I believe part of your corporate strategy is to invest in innovative technology that enables you to work smarter, did this support the investment in RentSense?
Yes, defintely. Delivering a consistent customer experience is what we want to do for our customers, dealing with all issues with the first point of contact, at the same time there should be a consistent income experience as well. So, we look to technology to see how it will benefit us and deliver that consistency to our customers, and solutions like RentSense can help us achieve that.
The most frustrating thing for the team was that there was no framework or structure. Once they started using RentSense, they would go into the system and say this is our workload for the day and it was all automated. It just seemed too easy.