Sovereign Housing Association

With 56,000+ homes and 130,000+ customers and tenants, Sovereign is one of the largest housing associations in the U.K. They recently initiated a digital transformation strategy that included the implementation of modern, customer-focused, and scalable technology. At the heart of the project was partnering with PowerObjects to deploy Dynamics 365.

Sovereign needed a technology solution that would enhance the customer service being provided in the contact center, improve the tenancy management capabilities of the housing offices, and create efficiencies across all customer interactions.
Implementing Dynamics 365 was the obvious starting point, but the partnership between Sovereign and PowerObjects was especially focused on integrating D365 with Sovereign’s multiple websites to introduce self-help options and enable tenants to fully engage in the management of their own homes.
Key Benefits
+ All systems are now pulled into one view, providing the contact center with a real-time, 360° view of each customer.
+ The system works at pace and is scalable for the future, which is critical given Sovereign’s growth objectives.
+ They now have the ability to deliver service to customers when they need it and via the customer’s desired channel.

The solution enables our ability to truly offer a personalized service to our customers. We understand their need, we understand their aspiration, and we tailor their service to them. And I believe that Dynamics 365 is the technology that enables us to do that.

Nicole Sharp, Customer Services Director