Case Study: Newport City Homes achieves faster, more consistent resident service with Scribe Software

Newport City Homes - Customer Case Study

Newport City Homes, one of the largest social landlords in Wales, needed a better way to manage service for 9,200 homes after taking over from the city council. Its contact center was hampered by disconnected systems, spreadsheets, and paper records, making it hard for agents to quickly route resident inquiries and maintain consistent information. Scribe Software helped Newport City Homes by integrating Microsoft Dynamics CRM, Oracle, and a SQL-based repair system to create a single view of residents, properties, and repairs.

With Scribe Software’s integration, Newport City Homes reduced call handling from eight steps to one and cut rent letter processing time from 40 hours to 5 hours. The solution also enabled instant communication through IM, email, and conferencing, improved service-level monitoring, and supported 15,000 instant messages per month; in the first three months, the system handled more than 45,000 incoming calls, 41,000 outgoing calls, and 124,000 internal calls.

Newport City Homes

Nigel Ward

IS Developer, NCH