Quickfire Q&A with WMDC
Wigan Metropolitan Development Company
Maintenance, Customer Reception
We are a commercial property lettings company, supporting over 300 businesses around the Wigan Borough by providing affordable serviced office space and industrial units. As landlords, we are responsible for the maintenance of each unit or site that we own or manage.
Before you found HaloCRM, what problems were you facing?
Before HaloCRM, we had to manually log all maintenance issues raised by tenants. We also found that our tenants would repeatedly ring members of our team to raise any issues they had, which wasn’t the best practice if the employee was busy, as it could lead to them forgetting to log the issue properly. We required a simple system for our tenants to officially log issues so they could be swiftly dealt with, and no enquiry was missed.
What were your requirements in a new tool?
We required a customer service system that was easy for our tenants to understand, including an intuitive ticket-logging process via our website and a self-service portal. The system also had to give us as landlords the peace of mind that all issues were being logged by tenants in a standardised manner, eradicating any opportunity for missed enquiries and putting the onus on the tenant to log enquiries correctly. We also needed a standardised process in place internally to action all issues.
What made you choose HaloCRM over it’s competitors?
HaloCRM was perfect for what we required. We have looked at alternative systems in the past, but they all seemed much more difficult to use for tenants than we had hoped. This left us concerned that tenants would not follow the new procedures we put in place, and therefore wouldn’t meet our key requirements. Alternative systems also looked like they entailed more administrative work on the landlord’s side, which is definitely not what we wanted.
Which key features of HaloCRM are going to be the most helpful for you?
HaloCRM’s core ticketing features, including the tenant ticket logging process. We’re looking forward to getting the self-service portal setup, as well as the web widget to deploy forms on our brand-new website. We also are looking forward to using the internal tasks feature, which will allow us to split down pieces of work into separate tasks and delegate them to different members of staff.
What’s your experience of working with the HaloCRM team so far?
Excellent, refreshing and helpful. From the first interaction we were made to feel very welcome. They were not pushy in the slightest, and were very informative and responsive. Within one week, I had been signposted to HaloCRM, had a demo and arranged a site visit for training. First class service!
Any other thoughts you’d like to share?
We can’t wait to be onboard with HaloCRM to ensure our service remains the best we can offer. Especially when it comes to maintenance issues, as we pride ourselves on being efficient and getting the job completed as soon as we possibly can. Thank you to Liv and the HaloCRM Team!
Want to learn how HaloCRM could introduce benefits like these to your organisation? Book a demo below to speak to our friendly team.