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Situation
A large Housing Association in the south of England was having difficulties with the telephony serving their new Customer Services Centre and distributed offices. The telephony platform was unreliable and kept failing causing numerous problems. The task was to review the existing telephony and make recommendations to resolve the problems whilst also looking at overall cost reduction.
Action
- Undertook an audit of the telephony across the organizations network of offices focusing particularly on the Customer services Centre.
- Recommended a replacement system to incorporate VOIP and dedicated contact centre technology.
- Produced an Invitation to Tender and managed the procurement process.
- Developed a recommendation that involved an overall system replacement with costs in excess of £300k.
- Project managed the negotiations and implementation phases including membership on the Steering Group.
Result
- Improved customer service through the provision of a reliable customer focused telephony network.
- Real time and historical Management Information to support the daily operation and ongoing development of the Customer Service Centre.
- Significant cost savings through the use of VOIP across the existing data network.
- A single system with desk to desk dialing across the whole organization covering multiple sites (6 main sites with lots of smaller Estate Offices).
- A strategic partnership with a leading telephony supplier for ongoing support and future planning.
- Consistent services at each site enabling hot desking and number portability.
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