FHA Customer Relationship Management Software
Case StudyU.S. Department of Housing and Urban Development
Modernizing service to the American public for U.S. Department of Housing and Urban Development
The U.S. Department of Housing and Urban Development Act of 1965 created HUD as a Cabinet-level agency. HUD’s mission is to create strong, sustainable, inclusive communities and quality affordable homes for all. More information about HUD and its programs is available at www.hud.gov.
Challenge
The US Department of Housing and Urban Development (HUD) was faced with two major issues: they needed a new case management system, and they needed their call centers to run more efficiently. Both problems needed to be addressed to effectively serve the growing needs of the American public.
HUD’s CRM system was a legacy, on-premises tool that was difficult to access and slow to process. It also suffered from a common issue so many agencies faced: no integration. Their systems couldn’t talk to each other, which contributed to inefficient processes and frustration for both the end user and the agency.
Both HUD and their contract staff needed access to an advanced CRM tool along with an online knowledge base (that provides comprehensive and critical information on Frequently Asked Questions) and general loan origination information. Relaying accurate and consistent information was key.
Solution
The U.S. Department of Housing and Urban Development (HUD) selected Arctic IT to deliver a better solution to respond to the needs of homeowners, homebuyers, renters, and many other organizations seeking housing information. Arctic IT transitioned the legacy system into the modern age by implementing a customer engagement solution built on Microsoft Dynamics 365. The first phase focused on a HUD Single Family solution, while the second phase added-on a HUD Field Service solution.
This powerful technology is designed to shorten response times and cut down on frustration levels. It captures and tracks all forms of communications and provides each case worker with the latest updates on any open issues. In addition, the solution integrates various channels of communication, which allows for a better customer experience.
Results
As a result, HUD has better way to respond to the needs of the American people. This cloud solution serves a large constituency, taking in 2300 requests per day from all 50 states and outlying territories including Puerto Rico and Guam.
“Arctic IT consistently delivers on its promise of “tenacious ingenuity” by helping us navigate workload migrations to the cloud. Their knowledge of the Microsoft Government Cloud, Azure, Dynamics, and Office 365 is extensive has provided our team insight at every step of the way. Arctic IT has been a great partner to HUD in its modernization efforts.” – Mark Hayes, Former CTO, U.S. Dept. of HUD
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