Case Study: Radian improves customer service and efficiency with Capita One

Radian turns to Capita's technology

Radian, a social housing provider focused on customer service, wanted to improve the way it handled tenant calls, repairs, and housing administration. To support this, the organisation turned to Capita One’s technology, including the OPENHousing CRM module, to manage customer contact more effectively and streamline service processes.

Capita One implemented a CRM system, workflow automation, and Swordfish document management to give staff faster access to information, automate repair prioritisation, and reduce paper-based administration. The results included first-contact call resolution rising from 65% to 80%, average call handling time falling from 6.2 to 5.2 minutes, Priority One repairs completed on target increasing from 89.67% to 99.48%, void loss decreasing from 0.45% to 0.43% in three months, and customer satisfaction up by 3%.

Radian

Judith Comber

Information Systems Analyst