Dynamics 365 Customer Service for a National Housing Association — Tenant Portal and Case Management

"Our tenants deserve a service that works. We had the intent but not the system. Celumai gave us the system and the satisfaction scores show tenants noticed."

— Director of Housing Services, National Housing Association (28,000 homes)

Tenant contacts arrived via phone, email, and in person at local offices. There was no case management, no SLA tracking, and no tenant portal. Repair requests were recorded in a spreadsheet. 30% of contacts were tenants chasing updates on previous requests. Tenant satisfaction was 4.1 and declining.

We implemented Dynamics 365 Customer Service with a self-service tenant portal, automated repair request routing to contractors, SLA management aligned to housing regulatory requirements, and a complete case history giving any agent full context on any tenant contact.

Tenant satisfaction improved from 4.1 to 7.8 in 12 months. Inbound contact volume reduced by 34% as tenants could self-serve status updates. Regulatory SLA compliance improved from 61% to 96%.

Is this familiar?

Microsoft Dynamics 365 challenges in Real Estate — what we see most often

Businesses in Real Estate running Microsoft Dynamics 365 often face the same underlying issues: data quality problems that compound over time, automation configurations that worked at launch but have not kept pace with the business, and adoption gaps that mean the CRM captures only a fraction of what it should.

The challenge is rarely the platform itself. Microsoft Dynamics 365 is capable of handling this complexity. The challenge is the implementation — the data model decisions, the integration architecture, and the process design that determine whether the platform works for the business or against it.

Celumai specialises in Microsoft Dynamics 365 implementations and rescues for Real Estate businesses. If the issues described in this case study are familiar, the causes and solutions are likely similar.