Managing diversity is a key theme for Housing Associations today, and in many communities is a growing area of interest. Success in working with and servicing a wide range of ethnic and special needs groups is a mark of success and a key audit area.

Deeplake's CMGR presents a solution that solves many of the practical issues of communicating with diverse groups, and in addition provides cost and efficiency benefits that fund any investment within a very short timeframe.
CMGR allows typical letters and phone communications with tenants and suppliers to be replaced by SMS text and email messages.

CMGR works with the data in your Housing Management Systems to automate your selected outbound communications and allow pre-defined responses and links these inbound and outbound messages together into a workflow automating Repairs Reminders, Rent Reminders, Rent Statements, Property Bidding and many other communications.

Other specific modules include SMS Text Chat, Microsoft Outlook Support and On-Line Surveying and Analysis. SMS Text Chat is a highly effective method of communicating with hearing impaired tenants where a MSN Messenger style interface within the contact centre allows live discussion to a mobile phone or using SMS messaging. Multiple parties can join a “text conference” providing instant, low cost, inclusive hearing impaired communications without special equipment.

CMGR is unique in that is stores the preferences of each tenant, including language, method of communication (such as email, SMS), preferred times of day for communications, and also ability to remember to notify named carers and family members of certain events. Messages can translated according to each individual tenants preferences both inbound and outbound, providing a flexible and efficient method of communicating with a diverse community.
CMGR has allowed Housing Associations to demonstrate a genuine commitment to communicating effectively with tenants where language or special needs are factors, and to do so without requiring widespread specialist training and language skills within the contact centre.

That these benefits can be gained alongside a reduction in costs and increased in customer service ensures that efficient communication will be a key element of the Housing Sectors inclusion and diversity policies, and can contribute to a higher star rating and improved recognition from the community.