HSB Malmö

HSB Malmö has been using Lime CRM since 2016 to manage data and streamline their workflows. When they recently made the switch from the desktop client to the web client, they didn’t just get a more user-friendly system—they also discovered some unexpected perks.

Modernisation and mobility with the Web Client

HSB Malmö has long relied on Lime CRM to keep track of their housing association (BRF) clients, contacts, members, tickets, contracts, and services.

The decision to switch to the web client was partly to modernise the system by moving to the cloud and partly to give users a mobile, platform-independent interface.

New opportunities and more efficient workflows

This project brought both opportunities and challenges, and marked an important step towards more efficient workflows. The results were a clear improvement over the old desktop client.

Maria Schmidt, Business Developer in Management, and Cecilia Walles, Key Account Manager at HSB Malmö, share their experiences with the transition and how Lime has impacted their work.

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Positive ripple effects

Thanks to thorough prep work before switching to the web client, HSB Malmö discovered new ways of leveraging Lime CRM to streamline their work. The project has also led to an increase in the number of employees using the system.

“We think it’s incredibly important to have a full view of the customer, and we want all information gathered in one place,” explains Maria Schmidt. “That’s why we also want all our employees to use the system to maximise the value of our customer data.”

Another bonus from the project is the improved quality of registered data in other systems, like PM and Agresso, as this data is now pulled in and displayed within Lime CRM.

“It’s really about proper data management, and we want to get things right from the start. Lime CRM helps us catch errors so we can fix them,” says Maria Schmidt.

“Now it’s no problem if a colleague is out sick—thanks to our shared ticket view, nothing falls through the cracks. Lime has truly made things easier for us.”

Cecilia Walles

Key Account Manager
HSB Malmö

Customisation and efficiency

Along the way, HSB Malmö has gradually adapted the system based on employee needs. Cecilia Walles explains how they worked on optimising the personal dashboard in Lime CRM, to serve as efficient shortcuts:

“We adapt our info tiles as employees realise what they need to see. If someone says, ‘I need to track the ticket from start to finish,’ we handle that by adding an info tile or shortcut so they can easily find what they need.”

Lessons learned and ongoing improvements

Although the end result has been fantastic, the transition to the web client hasn’t been all smooth sailing.

“Of course, not everything went without a hitch. Looking back, there are definitely things we realise we could have done differently,” reflects Maria Schmidt.

“For example, a lot of data had to be migrated later on, which would have been easier if we’d caught it sooner.”

They’ve also learned that more training is necessary for employees to fully understand and use all the features Lime has to offer.

“When an employee says they’re missing a feature, it’s often a case where the feature already exists; they just need to get to know the system better,” says Maria Schmidt.

Always up to date

With the switch to the web comes the benefit of simpler software management in the cloud. HSB Malmö now always has the latest version, without the need for server upgrades, saving both time and resources.

A tool for everyone – even the legal team

A major milestone in this project was integrating their legal team into Lime CRM, made possible with the Permissions Management feature.

“Thanks to confidentiality controls, only the legal team can see their tickets,” explains Maria Schmidt.

Previously, the legal team worked in a separate system, but now they’re fully integrated into Lime, with very positive results.

“The legal team is thrilled,” says Maria Schmidt.

“Lime CRM helps us catch errors, so we can fix them”

Maria Schmidt

Business Developer
HSB Malmö

Shared ticket view

One of the biggest advantages of Lime CRM is the shared view of ticket management.

“Now, it’s not a problem if a colleague is out sick — thanks to our shared ticket view, nothing falls through the cracks. Lime has truly made things easier for us,” says Cecilia Walles.

This has reduced dependence on individual employees and ensured that tickets don’t get stuck in someone’s inbox.

Staying on top of things

Cecilia Walles describes Lime CRM as an invaluable tool, which she uses frequently when meeting with housing associations.

“I usually go into Lime CRM and check the history before a meeting. That way, I’m up-to-date on what’s happened since the last visit—if a colleague has been out recently, what they discussed, and so on.”

A better future with Lime

Cecilia Walles and Maria Schmidt have high hopes for the future with Lime CRM and continue to work on ongoing improvements. The organisation is striving to reduce dependence on individuals and involve everyone in ticket management to create a more robust and efficient work process.

In summary, the move to the web client has improved workflows, increased visibility, and laid a strong foundation for even better collaboration moving forward.

“Lime CRM on the web also just looks better. It’s a bit sleeker, even if looks aren’t everything,” says Maria Schmidt with a smile.

“We talk about Lime differently now; it’s a natural part of our daily work,” adds Cecilia Walles.

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About HSB

With around 677,000 members, most of whom are residents and housing savers, HSB is Sweden’s largest housing cooperative and leading housing provider. HSB plans, finances, builds, and manages housing across Sweden.