Case Study: L&Q achieves faster, more consistent customer communications with Experlogix

L&Q Perfects Customer Interactions with Document Generation from CRM

L&Q, one of London and the South East’s largest landlords, was using Microsoft Dynamics CRM and Unified Service Desk to manage customer interactions but still relied on manual document creation for acknowledgements, tenancy agreements, and other housing-related correspondence. The organization wanted to improve document-based communications, consistency, and customer service, so it turned to Experlogix for a document generation solution within Microsoft Dynamics 365.

Experlogix implemented Xpertdoc for Microsoft Dynamics 365 to automate document generation across L&Q’s CRM processes and integrate document storage with Microsoft SharePoint. The result was faster document delivery, more consistent outbound communications, and a centralized view of customer records; L&Q also used the solution with Experian data to trigger payment notifications and intervene sooner on potential rent issues, helping improve efficiency and customer experience.

L&Q

Mark Hammond

Business Transformation Programme Manager