Case Study: Lewisham Homes builds a user-centred CRM with Unboxed

Lewisham Homes builds a CRM in 4 weeks with Unboxed

Lewisham Homes, a housing association managing over 18,000 properties, was embarking on a digital transformation program. A key challenge was the need for a new CRM system to provide a 360-degree cross-department view of customers and properties, as well as to simplify workflows for its staff. They partnered with vendor Unboxed for an agile, user-centred discovery project to define this new system.

Unboxed conducted in-depth user research with residents and staff across eight service areas to understand their needs. This research was used to develop a validated CRM data entity model aligned with the HACT UK Housing Data Standard, laying the foundation for a future-ready, modular platform. The solution provided Lewisham Homes with a much better understanding of their services and how to better help their residents, while also upskilling their internal teams throughout the process.

Lewisham Homes