1Connect case study

Case Study Concern

A major housing provider required help to meet new challenges brought about by the changes in regulatory and welfare reform and demand outstripping supply. Tenant engagement and empowerment demands digital inclusion and for the association to offer simplicity in how the tenants and landlords communicate. Additionally there is the need to offer flexible working practices and reduce costs.

Concerns Identified

• Provide the tools to build a flexible and collaborative workplace for the employees
• Improve communications internally and externally to alleviate a rising rent arrears problem
• Meet the challenges set out in the recent reforms and HCA’s VfM initiative
• Remove the need for capital outlay to initiate projects
• Allow for growth and changes within the association, to scale and dynamically adapt
• Integrate with industry standard CRM applications

Case Study Solution

The housing provider chose to roll out a VolP solution across their sites, to allow the adoption of best practices and common working environments. The handsets were refreshed to provide better reliability and voice quality supplemented by applications on computers and mobiles to provide flexible working. The use of call statistics and reporting allowed for costs to be allocated per cost centre and the deployed call centre solution (with PCI compliant call recording stored in the cloud) delivered streamlined service to tenants.

Solutions Identified

• Deployed VolP solution with new high quality handsets
• PC and Smartphone soft applications to act as extensions
• Centralised IVR and hunt groups to provide simplified and highly controllable call routing
• Real-time and historic call reporting to provide management information
• Powerful call centre and call recording to improve the customer experience

Case Study Benefits

The adoption of a secure and reliable hosted telephony solution, allowed the housing association to improve how it interacts with both customers/tenants and suppliers, to reduce workload and improve satisfaction. Future-proofing the solution and the adoption of best practices reduced costs, met reform initiatives and included flexible working practices.
Deploying the hosted telephony solution alleviated the requirement for large capital investment.

Benefits Identified

• Improved tenant access and improved adherence to HCA reforms
• Uptime of the service measured in years ensuring an ‘always on’ communication service
• The hosted deployment removed the need for capital investment and costly upgrades
• Provided a company-wide collaborative environment to improve efficiency and morale
• Powerful integration between the existing CRM and business applications
• Improvements to management reports allows costs to be measured and allocated
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