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Housing association harnesses CRM for process efficiency


Video: Hear how Moat has implemented Microsoft Dynamics to automate case management and integrate with other systems

With 22,000 properties to manage, social housing organisation Moat needed to automate its business processes to maximise efficiencies.

Implementing Microsoft Dynamics CRM has automated customer records processes, enabling teams to better react to customers’ needs. Moat can now combat the “challenge of change” in a more agile way, according to its director of information systems, Daniel Johnson.

"Dynamics has brought a wide tool case for case management and process management…it contains workflow and allows us to automate things,” says Johnson. It is customisable and allows even complex validation or the ability to incorporate data from other systems.

It also enables easier in-house integration with other products and systems: “We’ve integrated with third party products that have allowed us to bring in information from our asset management and potentially sales and order processing within finance. Integration allows the information to flow back and forth seamlessly to users.”

Find out more about what Moat plans to do next for the benefit of customers, whichever channel they choose to use.

 Watch the video:


Moat is a social business, expert in delivering homes and developing communities to meet local needs across the South East. Find out more.



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