Case Study: Wigan Metropolitan Development Company achieves 92% SLA with HaloCRM

How Wigan Metropolitan Development Company achieved a 92% SLA by implementing HaloCRM

Wigan Metropolitan Development Company, a public sector organization managing business accommodations, faced a significant challenge in handling tenant requests. Without a formal CRM system, inquiries made through email and phone calls were frequently lost or duplicated, leading to a lack of visibility and no way to prioritize urgent maintenance issues, which risked tenant dissatisfaction and property deterioration. They turned to HaloCRM for a solution.

By implementing HaloCRM, WMDC automated and centralized its inquiry management. The solution included integrating mailbox feeds and embedding custom forms on their website to automatically ingest all tenant requests into the system. This provided the team with full visibility and ownership of tasks. The results were transformative, including a 92% SLA compliance rate, a 7.2-minute average response time, and greatly increased efficiency and tenant satisfaction.

Wigan Metropolitan Development Company

Kirsty Waite

Company Manager