Universal Adapter powers digital onboarding of residents
As one of the largest housing providers in the UK, and a member of the G15, Optivo provides affordable homes to over 90,000 people across London, the South East and the Midlands.
Manifest Software Solutions (MSS) was appointed by Optivo to integrate data from its Lettings Online service to its housing management system and MS Dynamics CRM. The solution was developed in phases, and in 2020 MSS delivered CRM integration to replace an overnight import of data.
Lettings Online allows prospective residents to sign-up for a property on Optivo’s MyAccount portal. When an application has had an offer accepted, it is integrated by MSS’s Universal Adapter into Orchard Housing.
On sign-up (completion of the tenancy agreement), the Universal Adapter (UA) converts the application to a tenancy and establishes the tenancy with all the householders in MS Dynamics CRM system. The UA also calls OptivoDocs, an MS SharePoint and Office document production solution, to produce the tenancy agreements and supporting documentation.
On completion of the tenancy set-up, a welcoming email is sent containing a link to a visual and digital information pack containing relevant details. The information pack provides new residents with onboarding information about Optivo and their home with merged data from Optivo’s Housing system e.g., their rent and service charges.
Results
In the past 12 months, MSS’s Universal Adapter has orchestrated the successful automation of over 1500 tenancy agreements. The partnership between MSS and Optivo development skills has produced an automated process that converts the former applicants into fully verified MyAccount users.
Robert Stewart, Head of Design & Development said: “We had a goal to make as many households as possible ‘My Account’ users. All tenancies have then automatically been signed up to My Account.
This project has helped us to transfer things over digitally. Tenancy documentation is approved and everything is now paperless. Without these integrations, none of this would be achievable.”
Robert Stewart – Head of Design & Development at Optivo says;