Jennifer Preedy from Herefordshire Housing participated in the fourth session at the 6th annual Voluntas conference - Insightful stories from the Housing sector. Within the 15 minute session Jennifer discusses how to make business intelligence the heart of an organisation, how to move from operational uses to strategic, the importance of putting the customer first and CRM.

1. “Decide what you want to be famous for and
be single minded and united in achieving
it…”

2. Once upon a time…
We have loads
of customer
feedback
mechanisms
So why don’t we
know what our
customers
really think?

3. Chapter 1: Back to basics
• Clear strategy and action
plan
• Clear links to values
• Spend time with
customers
• Map their journey’s
• Work with Voluntas

4. The elephant in the room
• The washing line effect
• How do you know an
elephant is an elephant if
you can’t see it?
• Building a Business
Intelligence Model

6. Chapter 2: A little insight goes a long
way
• FIO’S supporting with bank
accounts
• Customers supported with
training and back into work
• Tackling digital exclusion
• Tailoring communications
• Meeting needs and aspirations
• Changing ways of working

7. Don’t just listen; understand
“We’re not competitor
obsessed, we’re customer
obsessed. We start with what
the customer wants and we
work backwards” Jeff Bezos,
Amazon

8. ‘turning insight into action’
Chapter 3…

9. Chapter 4: Decide what you want to
be famous for…
• Total wellbeing services
• Reputation management
Your culture is your brand!

10. Chapter 5: The never ending journey
3 top tips to take away…
1. Be clear and be united in what you are
trying to achieve
2. Get buy in from your Senior Management
Team, it sets the culture
3. Have a dedicated role for analysis – make
sure you can use the data you capture!

11. Questions?
Questions?
Questions?
Jennifer Preedy
Head of Business Insight
0300 777 4321
jpreedy@hhl.org.uk