How WDH increased tenant engagement & customer satisfaction with an award winning app

Recorded on 28th Nov 2024

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Join Simon Bastow from Wakefield District Housing (WDH) and Inciper's Davinder Birk, and Calum Bunce as they discuss how WDH, one of the UK’s largest social housing providers, significantly boosted tenant engagement and customer satisfaction using a bespoke app.

Learn how WDH managed to visit 32,000 tenants in just 63 days, gathering valuable feedback on services and tenant needs. This ambitious initiative earned them the 'Best Resident Involvement Initiative' award at the Northern Housing Awards.

wdh awards ceremony

The Challenge:
WDH needed to improve customer engagement in response to tenant feedback and new regulations. Their goal was to visit 32,000 tenants in 63 days, collecting real-time feedback on service quality and future improvements. To achieve this, they required a mobile solution capable of secure, offline data collection.

The Solution:
WDH partnered with Inciper to develop a Power App that allowed their team to collect and process tenant feedback in real-time, even in offline environments. This user-friendly app enabled WDH to gather key insights and reshape their services based on tenant priorities.

Key Successes:

12,800 surveys completed in just over two months
Real-time data driving improved neighbourhood services
Award-winning results for customer engagement

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Why Join?

In this webinar, you’ll discover how Inciper’s Power Platform solution helped WDH:

Engage tenants on a large scale with speed and efficiency
Use data to improve service delivery and neighbourhood initiatives
Ensure secure and adaptable real-time data collection in the field

“Inciper’s real world and indepth knowledge of the Microsoft Business Applications suite has been so important to WDH realising the potential of the solutions that were implemented across the business. Their authenticity and honesty throughout our relationship with them has been a breath of fresh air, and we look forward to many more years of engagement.”

David Wing, IT Strategy & Innovation at WDH

Meet the Speakers

Davinder Birk

With more than 15-years’ Dynamics CRM experience, Inciper's CRM Practice Lead, Davinder, has worked as a Solution Architect and Practice Lead on more than 50 Microsoft Dynamics CRM based projects across multiple industry sectors during his consulting career.

Simon Bastow

Simon is an IT Business Systems Manager at WDH. He's responsible for ensuring the effective planning, design, management, maintenance, procurement, testing
and development of the organisation's business software and to manage the applications' lifecycle. Simon is experienced Senior Business Analyst with a demonstrated history of working in the non-profit organisation management industry.

Calum Bunce

Callum is an experienced Dynamics 365/Power Platform Consultant at Inciper. For the last 20 years he has been involved in all aspects of CRM projects from pre-sales, business analysis and design, through to configuration, deployment, migration, training and administration.

For the past 16 years, he's been working exclusively with Microsoft Dynamics (CRMv3 to D365/PowerApps) designing and implementing solutions based around its flexible platform.

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