Housing Association Chooses Mulitchannel Platform

To deliver customer service across multiple channels, Broadacres Housing Association has implemented ‘Unify Communications’ from Enghouse Interactive.

Broadacres is also using the contact centre solution to become more agile in the way it reacts to market changes and delivers customer service levels.

In an environment of increased demand for multichannel solutions, the Yorkshire-based association was finding it increasingly difficult to meet it own quality standards.

With plans to reduce rent in social housing by 1% for 4 years, the pressure is on to be as efficient as possible, while dealing with users on their own terms.

“We are a customer-focused organisation, always striving to improve the service we offer our customers,” says Rebecca Welburn, Communications Manager, Broadacres. “We were aware that customers were choosing various channels to contact with us and this trend has been accelerating over time.”

“New digital communications methods like email and social media are becoming more popular and increasingly rivalling the more traditional use of fixed line telephony, but we had no central coordinated approach for interacting across all of these platforms,” she continues. “That’s why we sought out an IT partner with extensive knowledge of the contact centre market and proven success in deploying flagship contact centre solutions.”

Learn more at www.enghouseinteractive.co.uk