Less than 20% of housing associations across the UK have a full understanding of their existing technology according to a new survey.
The survey, conducted by Kana Software, found that over half of executives, who manage a portfolio of more than 1.5m properties expected the majority of their services to remain offline with 82% not up to speed on their existing CRM systems.
The newly-released statistics conflict with the objectives of many housing associations, which identify that 93% of HAs would like a complete view of customers and 81% recognising that social media is a key driver to improve service delivery to tenants.
David Moody, head of worldwide product development at KANA software, said: ‘Many tenants in social housing will have limited or unreliable access to the Internet and housing providers are particularly sensitive to this group.
'At the same time, by moving appropriate services online and offering provisions for self-service, agents are freed up to provide additional face to face contact. This increased level of flexibility for tenants will in turn will improve the speed and quality of service for the digitally excluded.’