L&Q Perfects Customer Interactions with Document Generation from CRM

Project Profile

XperiDo for Microsoft Dynamics is an easy-to-use document generation solution that enables the creation, management, delivery, storage and e-signature of professional documents – all from Microsoft Dynamics 365/CRM.

About L&Q

London & Quadrant is a regulated charitable housing association and one of UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 92,000 homes, primarily across London and the South East.

The Challenges

As the largest landlord in London and the South East, L&Q provides affordable homes to more than 92,000 families and invests in social housing projects to help develop communities “where people want to live.” L&Q was using Microsoft Dynamics CRM as a central platform to manage and drive all interactions with customers (tenants), contractors, government agencies, and social services organizations.

The real estate company originally started using Microsoft Dynamics CRM to track complaints and manage correspondence with members of parliament and councillors from local municipalities. Over time, it became the core platform for developing solutions, handling customer inquiries, and executing housing management functions.

L&Q had also implemented Unified Service Desk to help agents navigate through the systems they were using daily, and enable the organization to incorporate their policies into scripts they followed when speaking to customers. A combined Microsoft Dynamics CRM and Unified Service Desk solution was developed to manage anti-social behaviors.

These technologies were working well, but L&Q wanted to perfect the way they were interacting with their customers through documents. XperiDo, a document generation solution for Microsoft Dynamics CRM, was the final piece of the puzzle.

The Solution

Automated Document Generation Across all CRM Processes

L&Q uses XperiDo in all of their core Microsoft Dynamics CRM processes, where outbound communications are based on white-print documents either attached to emails, or printed and sent. The XperiDo solution enables the real estate company to immediately respond to incoming complaints with a personalized acknowledgement letter sent automatically. Inquiries – from local members of parliament corresponding on behalf of their constituents, for instance – also trigger automated answers providing clear and accurate information.

Plus, with XperiDo for Dynamics, the L&Q team can efficiently generate and send the critical documents required by housing management, from customers’ tenancy agreements to incident-based correspondence regarding rent collection and anti-social behavior. These documents include both standard and customer-specific content that is pulled from the right Microsoft Dynamics CRM record through configurable business rules. Before L&Q started using the XperiDo solution, creating and generating documents were manual tasks.

360-Degree View of the Customers

One of the organization’s main objectives was to provide employees with a 360-degree view of the customers. XperiDo’s integration to Microsoft SharePoint was a perfect fit as it saves and stores generated documents into their correct SharePoint library. When an agent interacts with a customer, they have access to all relevant documents and information directly from the SharePoint document grid of the customer record, in Dynamics CRM.

L&Q’s data exchange program with Experian, a credit information provider, also contributes to offering a comprehensive view of the customers. The program allows L&Q customers to improve their Experian FICO® Credit Score by making timely rent payments. Experian informs L&Q of any significant fluctuations in their customers’ credit scores. The real estate company can then use this information through XperiDo to trigger payment notifications to tenants. This process enables L&Q to intervene quickly, protect customers who may be likely to have rent arrears, and avoid evictions.

With XperiDo for Microsoft Dynamics, our documents are created, managed and stored centrally, which gives us far more control over the consistency of all our documents. This is key to providing the best service to our customers.

Mark Hammond
Business Transformation Programme Manager at

The Benefits

The adoption of XperiDo for Microsoft Dynamics enabled L&Q to replace manual document creation and generation processes with automated versions. Creating and delivering mission-critical documents such as acknowledgement letters, tenancy agreements, and incident reports that include accurate, relevant customer data, is done automatically from Dynamics CRM. Besides the efficiency gains, the XperiDo solution brought improved consistency to L&Q’s outbound communications.

The XperiDo integration with Microsoft SharePoint provided a centralized document management and storage platform, where the L&Q team could quickly access a specific customer’s documents and information. With the Experian data exchange program, XperiDo for Dynamics empowered L&Q to leverage important data triggering payment notifications through accelerated document processes. These capabilities helped the real estate company provide a more personalized service, resulting in faster resolution and improved customer experience.

Throughout the implementation of XperiDo, L&Q worked closely with the XperiDo team: “It has been a fabulous experience all the way,” said Mark Hammond.

The XperiDo solution helps us maintain robust records of our customer interactions. Our processes are more efficient and our documents are more consistent, all across the entire organization.

Mark Hammond
Business Transformation Programme Manager at

Like L&Q, empower your organization with document generation and document automation capabilities enabling the creation, management and delivery of better documents, faster.

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COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc