Activity automation on Arrears Management in NHG

Scenario

Notting Hill Genesis (NHG) are one of London’s leading housing associations, managing nearly 55,000 homes in London and 64,000 across the south-east. Notting Hill Genesis works in the community, providing homes for lower-income households.

NHG would like to increase the automation of repetitive tasks, standardise its communication management and have alerts to notify management on timelines and exceptions.

The solution supports the entire end-to-end Arrears Management, including Activity and DocumentManagement: it is developed on Dynamics CRM and Microsoft SharePoint integrating with an Azure hosted web application that users can access.

Communication and data transfers between platforms is handled by the Azure Service Bus and Azure Blob storage. Authentication is via Azure AD and internal services are exposed using Active Directory Application Proxy technology.

Arrears Management is fully integrated on an existing CRM system, managing houses, household members, and all housing processes (e.g. repairs, payments and arrears).

Solution

Thanks to our solution, together with WM Reply colleagues, NHG will increase the automation of repetitive tasks, standardise its communication management and have alerts to notify management on timelines and exceptions.

All the communications will be automated and related documents will be saved on Microsoft SharePoint platform, managed by WM Reply.

The project is aimed at the realisation of a CRM solution based on Microsoft Dynamics 365 using our product “Configurable Workflow&SLAs Engine” for automating users’ activities and communication to customers.

The solution proposed by Cluster Reply and WM Reply allows the management of a complex workflow, available for all NHG business areas, to manage arrears, leading users on daily operations, automating communications (SMSs, emails and letters) to the customers, managing the timing, the dynamic templates to use and saving all the documentation on Microsoft SharePoint in case of legal referrals.

Thanks to our solution, NHG is able to automate all the communications, see the current status of every Arrears case and globally monitor trend of cases to improve users’ and workflow’s performances.

Voice of the Customer

"When we embarked upon this project we knew we needed to pick the best partners possible to help us realise our goals. As a significant part of an overarching programme of business change the Rent Arrears project not only needed to be successful in its own right but function within the context of this programme both technically and functionally. Reply’s Dynamics team took their time to understand our business goals, the processes we were automating and the technological framework they had to exist in. They provided a functional statement that clearly outlined our requirements and described how they would meet them. And meet them they did. When our requirements shifted, Reply accommodated the changes. When the technology around them changed Reply re-engineered and retained the expected functionality in the new environment. It wasn’t always plain sailing but you learn more about a company when things are hard and we learned that you can rely on the Dynamics Reply team to find a suitable resolution.

We have just contracted Reply to provide another key component of our Workwise programme and look forward to a long and productive relationship with them."
Lewis Handley - Product Manager

Notting Hill Genesis

Notting Hill Genesis (NHG) are one of London’s leading housing associations, managing nearly 55,000 homes in London and 64,000 across the south-east Combining a commercial outlook with a clear social purpose means that we can reinvest surpluses to build around 2,700 new homes every year in places where people want to live and do our bit to tackle the housing crisis in London and the south-east.

Cluster Reply

Cluster Reply is the company in the Reply group specialized in consulting services and systems integration on Microsoft technologies. The company is focused on innovation and followed the evolution of Microsoft offering from on-premises to cloud, in the solution areas of Modern Workplace, Business Applications, Applications and Infrastructure, Data and AI.
WM Reply

WM Reply create world-class intranets, collaboration platforms, and business solutions built on Microsoft SharePoint and Office 365. We’re all about helping organisations work better, faster, and smarter.
We support our clients from beginning to end; designing and building internal systems and supporting adoption. We use our technical prowess and change expertise to make sure our clients are enjoying the benefits of in the Microsoft Enterprise Cloud. We have a colourful team who are famous for their imagination, delivery and passion for technology.