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Vicki Morgan Head of Customer Services

Vicki Morgan Head of Customer Services. CRM & CTI system with single sign on . Raise repairs, service requests, work orders & inspections. Fully integrated system. Make appointments for inspectors & contractors. Link repairs diagnostic system to CRM.

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Vicki Morgan Head of Customer Services

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  1. Vicki Morgan Head of Customer Services

  2. CRM & CTI system with single sign on

  3. Raise repairs, service requests, work orders & inspections • Fully integrated system • Make appointments for inspectors & contractors • Link repairs diagnostic system to CRM

  4. Classify every transaction to understand who • contacts us & why • Classify every contact to understand if it • was avoidable or not • Produce reports on any aspect of customer • contact

  5. People Technology Plan well Detail, detail, detail Ensure existing IT infrastructure is fit for purpose Be clear on any future IT upgrade strategies • Involve experienced staff in the planning • Excellent training • Invest heavily in change management • Be prepared for the long haul

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