Our client is a not for profit organisation, managing and maintaining a property stock of circa 9000 properties in South West London.

To significantly increase their CSI rating, and to shift 100% of all rent payments and booking repairs online by 2015,  our client sought to transform their service delivery model from a predominantly telephone and face to face delivery model to an Omni-channel service delivery model. The first phase of this programme was to implement a new CRM system across the entire organisation.


“Gate One brought an energetic, innovative and pragmatic approach to project delivery and to our CRM challenge. They helped us greatly in turning our strategic aims into well thought out delivery plans, that don’t just give us the answers but completely engage our teams on the change journey. Without such a creative approach, we would not have met our project implementation timescales, nor have got the buy-in and excitement in the business for the new system.”

Exec. Director of Corporate Services


To simplify their contact management processes, our client embarked on a CRM system implementation to create the step change needed to become ‘digital by default’ for transactional service delivery.  This entailed:

  • Process Simplification: Simplifying housing management workflows to reduce admin burden on staff, and making it easier for customers to do business with them.
  • Single source of truth – CRM: Providing staff with a single view of the customer, enabling better first point of contact resolution, and improved proactive outbound calls to eliminate repeat calls from customers.
  • Creating a digital culture: Established new ways of working using systems like CRM and Yammer to create a culture of digital by default, underpinned principles around championing digital by default, and social media.

New simplified workflows, and multi-team case management enabled by CRM structure, enabling better targeting of online services, and creating a shift in customers to digital channels for transactions, and ensuring capacity was released to enable assisted self service.