Our client, a regional housing and communal services provider, faced major CRM system challenges in housing and communal services, including fragmented resident data, manual billing processes, and a lack of system integration between payment, maintenance request, and communication platforms. This led to delays in processing service requests, errors in billing, and difficulties in tracking work orders. The absence of effective business process automation reduced operational transparency and made it harder to provide timely and high-quality services, limiting opportunities for customer experience improvement.

Denvento implemented a tailored CRM Creatio customization to unify customer management, service request tracking, and billing operations. We carried out API integration with the client’s accounting software, payment gateways, and telephony platform, enabling real-time data synchronization and automated status updates for residents. Workflow automation was set up for handling maintenance requests, generating service invoices, and sending payment reminders. This centralized platform improved coordination between departments and ensured that both staff and residents had access to accurate, up-to-date information.

The new system reduced request processing time by 40% and improved operational efficiency across service teams. Automated billing and reminders lowered payment delays, while centralized data improved business process optimization and reduced administrative errors. The improvements led to a 25% customer satisfaction increase, with residents reporting faster response times and clearer communication. This case demonstrates Denvento’s expertise in delivering high-value CRM Creatio solutions for housing and communal services, enabling providers to streamline operations and deliver exceptional public service.