A Grand Union of customer contact
Delivering on the digital
vision with FourNet
Grand Union Housing Group (GUHG) wanted to put its customers first and was committed to embracing new technology. FourNet replaced several disparate legacy contact centre systems with a market-leading consolidated Enghouse contact centre, which has improved customer satisfaction and agent efficiency.
New Homes Planned
Calls Handled Per Year
Contact Centre Agents
GUHG owns and manages around 12,000 social housing properties across Bedfordshire, Buckinghamshire, Northamptonshire and Hertfordshire. It wanted to centralise its operations, bring staff onto one system and agents into one contact centre, with enhanced reporting capability. With several projects running concurrently and employees moving offices to a live system, timing was crucial.
With full recording capability for calls, texts and screen, GUHG’s agent training needs and productivity are easily monitored and analysed to improve quality control. FourNet’s solution is future proofed – allowing new applications like Microsoft Teams to be integrated in future.
With FourNet’s assistance, we now have a consolidated market leading contact centre which keeps us at the forefront of developments in the housing sector. We are determined to put our customers first and provide them with the best experience irrespective of their chosen contact method. Our integrated systems give our employees a more streamlined view of our customers, which has enabled improved efficiencies and a better customer experience.
Director of Customer Experience, Grand Union Housing Group
Replacing legacy systems with a market leading solution was our remit. Because Grand Union had to move their staff into new offices with a concrete deadline to go live, a key challenge was making sure it was ready on the day agents moved in. The system also allowed for seamless remote working when the COVID-19 pandemic arrived, which enabled GUHG to carry on delivering their usual outstanding service to customers.
Account Director, FourNet