A Future Proof Solution For A Leading Housing Provider
Embracing Digital Transformation Via FourNet
An ambitious and progressive social housing provider based in Greater Manchester implements a future proof solution to improve efficiency. De-coupling itself from the local council came with major challenges, not least shifting away from old, unreliable and inflexible technology. With FourNet, they grabbed the future with both hands, which included a switch to remote working during the coronavirus lockdown.
Contact Centre Agents
Citizens live in client homes
In 2015, the not-for-profit organisation became a stand-alone housing provider, inheriting old incompatible systems and technology with mostly voice communications, siloed-working, poor customer experience and little consistency of reporting and tracking customer engagements.
FourNet’s award-winning Agile Cloud solution fitted the bill perfectly. The cost-per-user model was ideal, enabling agile working for staff and enhanced security. The Enghouse Interactive omnichannel contact centre solution delivered intelligent, fully integrated communications to improve customer experience. Whether agents are in the office or working from home, they have the tools to handle customer enquiries efficiently.
Our Housing client made the investment to move from a limited, legacy, mostly voice-based system over which they had little control to a fully integrated, omnichannel contact centre solution. With in-house IT resource at a premium , their cloud-first strategy has paid off in spades - reducing costs, improving their customer experience and staff satisfaction, and enhancing their security and resilience."
Account Director, FourNet