Scottish Borders Housing Association (SBHA) has announced the appointment of Documotive as the selected provider of a new Customer Relationship Management (CRM) software system which will enable service improvement by allowing staff instant access to a complete picture of SBHA tenants and customers.

The two year project will include the implementation of an information centre as a single point of contact. Tenants and other customers will also be able to use self service facilities via an online app or through SBHA’s website delivering flexibility in when, and how services are accessed.

Carly Stewart, director of finance and corporate services at SBHA, said: “We have listened to our Tenants who are telling us they want to have their enquiry dealt with at the first point of contact whether by phone, in person or online. Delivering this is not just an IT project but a major transformation in the way we will work.”

Property and tenancy data will be available to staff at the click of a button when in the office, or out and about. The mobile working solution will support staff in working more closely with tenants in their communities as SBHA moves towards a community model of service delivery.

Accessing a wide range of information will require the integration of SBHA’s existing systems and significant organisational change involving all areas of the business. SBHA said the project is not just a major infrastructure and IT investment but a commitment to delivering a step change in organisational performance which ensures its tenants and communities are at the heart of all it does.

Bryony Stocker, project manager, added: “SBHA needs to future proof its services to respond to changing needs and rising Tenant expectations in a climate of increasing financial pressures on both the organisation and its users. Aside from generating business efficiencies it delivers a single point of resolution for most queries or concerns.”

Liam Mitchell from Documotive, said: “Documotive are delighted to be selected by Scottish Borders Housing Association. We are looking forward to working in partnership with SBHA to drive their systems forward and maintain an excellent level of service. This is a great opportunity for us to work with a proactive team and ensure that Documotive’s systems provide a future proof platform for SBHA to maintain and extend their services.”