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Case Study

Home/Case Studies/Improving service standards at CityWest Homes

Improving service standards at CityWest Homes

CityWest Homes, a leading provider of housing management services, called upon Manifest’s expertise to use its housing management system, Orchard, to its full potential.

Committed to delivering excellent customer services to tenants, CityWest Homes maintains and improves 22,000 homes across Westminster.

Using the Business Process Module (BPM) toolkit, the Manifest team were able to add bespoke functionality, including creating dashboards, developing a new content management system and integrating Orchard with other systems.

Training was also given and consultancy services were also provided for Business Objects report, universe design and systems architecture.

Head of IT, Louise Davis, believes Manifest’s work has been instrumental in speeding up customer service as the system is now faster and easier to use; “We have found them extremely valuable during and after the implementation of the system as their knowledge of Orchard is second to none.

“The new system has made our employee’s work easier as everything is all in one place and staff have a clearly defined process to follow. This has ultimately helped us to improve the quality of our service.”

A Service Level Agreement contract was set up, meaning CityWest Homes could access support and long term resources at pre-agreed rates.

Louise adds; “As soon as I met Manifest, I knew they would deliver us a superb service and they have not disappointed. They know our sector inside out and I would definitely recommend them as they are fantastic people to work with and they feel like part of our hard working team.”

www.cwh.org.uk