UK social landlord Sanctuary Group has replaced legacy HR, finance and customer service tools with a single SAP platform in order to improve delivery of digital services – the first in its industry to make such a move.
Sanctuary Group is primarily a social landlord but also conducts maintenance, manages care homes, student accommodation and develops housing projects, with a pipeline of 24,000 new homes in the next ten years.
In order to modernise its IT estate and provide mobile services both to tenants and its 5,000 staff, the group saw the need for overhaul of its business and customer-facing applications. This led to the creation of a single software platform, named OneSanctuary, built on a real estate-specific ERP suite from SAP. This promised an easier route to implementation.
Staff are now using the system daily for back office functions such as finance, HR, payroll and procurement, as well as enabling front line housing officers and assistants to manage tenancies and estates. Customer service operators are using the CRM system to see the history of interactions with the tenant, any outstanding maintenance work and issues.
"We focused on what it would mean for front line staff and customers,” said Kevin Heslop, SAP programme director at Sanctuary Group.
“Housing officers deal with tenants, issues with neighbourhoods and provide opportunities for people to move on and progress in their lives. So we want to maximise their time and not have them in the office.
"These were the differentiating factors, how we provide for the mobile worker, so things like SAP Fiori and Personas around being able to change the way we deploy the system for mobile devices."
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