CRM for Neighbourhood Contact Centre BETA

Project details:

Organisation London Borough of Hackney
Department Housing
Collaboration Level Open To Conversation
Budget £0K > £50K
Key Contact Susan McFarland-Lyons
Project contact points
Phase start 30 September 2018
Phase Estimated end 16 November 2018



Vision: To create a digital service that makes it easier to log customer contact so that residents enjoy better customer service; and so that Hackney can gain insight into citizens’ queries and concerns. MVP User Stories: Paying rent Sending links via email and SMS Ringing with a rent transaction query Setting up a standing order or direct debit Requesting a printed statement Wanting a refund Logging a call type and reason Writing notes to both CRM and Action Diary Sample Metric: Number of calls about rent should reduce as callers channel shift.


  • Contributed Matthew Cain
  • Contributed Susan McFarland-Lyons

Status Updates

08 October 2018

  • Working on Single Sign On and discussing the next sprint goal of Taking a Rent Payment. See for more details:

01 October 2018