Social Housing Modernization for a Local Agency
Project Overview
Client: Local Agency – Housing Services
Industry: Public Sector
A Local Agency undertook a transformation initiative to modernize its social housing operations by replacing legacy systems and manual processes with a unified Salesforce-based platform. The project focused on enhancing tenant-facing digital services, strengthening tenancy management, and improving financial processing. By implementing modern portals and automated workflows, the agency aimed to deliver a more efficient, transparent, and accessible experience for both residents and internal staff.
Goals
Modernize Tenant Services
Implement intuitive portals to improve access for residents and extend online services across all social housing buildings.
Strengthen Tenancy Management
Digitize key functions including listings, bookings, rent calculations, case management, and annual tenant reviews.
Integrate Financial Operations
Streamline billing, payment processing, and financial tracking within a unified CRM ecosystem.
Enhance Compliance & Reporting
Ensure timely management of legal requirements while improving visibility through dashboards and analytics.
Approach
Resident & Tenant Portal Development
Built and expanded Salesforce Experience Cloud portals to provide residents with secure access to tenancy information, documents, and service interactions.
Tenancy Workflow Automation
Configured automation for listings, bookings, rent calculations, annual reviews, and case/order management to reduce manual workload and improve accuracy.
Financial Integration
Integrated financial tools to support billing, payment processing, and pre-authorized payments within the Salesforce environment.
Solution Implementation
Leveraged Salesforce Sales Cloud (Lightning), Experience Cloud, Vlocity Public Sector, Amazon S-Drive, and Accounting Seed to establish a scalable, end-to-end housing management platform.
Reporting & Insights
Enabled dashboards and analytics to provide operational insights and support informed decision-making across housing operations.
Results
Unified Housing & Financial System
A single platform now supports tenancy management, financial processes, and resident services—improving consistency and oversight.
Reduced Manual Processes
Automation significantly minimized administrative effort and improved turnaround times for tenancy-related tasks.
Enhanced Digital Experience
Modern UI and portal capabilities improved the experience for residents, staff, and partner teams.
Improved Compliance
Digitized workflows and timely data access strengthened adherence to legal and regulatory requirements.