Britannic and 8×8 help Plus Dane Housing Improve Customer Experience in their contact centre
Connecting agents and tenants with new video engagement tool
Britannic Technologies, specialists in business communications and digital transformation services, have announced that they have won a tender to supply Plus Dane Housing, a housing association, with the 8×8 cloud unified communications and contact centre solution.
Plus Dane owns and manages more than 13,500 homes across Merseyside and Cheshire employing almost 600 staff. They provide safe and secure homes to over 30,000 customers as well as delivering other services that support their customers to live happy, healthy and fulfilled lives.
They constantly strive to improve customer experience by technological investment ensuring that their customers are provided with choice tailored to their individual circumstance. They wanted to augment the customer journey by offering a full omni channel contact centre so customers can choose how to contact Plus Dane whether that’s by phone, email, web chat or social media. It was also crucial to ensure they had 100% reliability of their phone system with a single platform to manage all telephony and customer interactions.
Increasing Communications and Collaboration
Plus Dane needed to replace their existing telephony solution to meet their objectives and agile working. They went out to tender and selected Britannic to design and deploy 8×8 XCaaS™ (eXperience Communications as a Service™), a single-vendor cloud communications and contact centre solution to ensure efficient communication and collaboration between colleagues and with external partners. Additionally, 8×8’s modern contact centre solution provides efficient, multi-channel (email, WhatsApp, phone call, etc.) communication for their customers.
Kate Jungnitz, Director of Customer Service from Plus Dane commented,
“We were looking for a leading trusted provider in the housing market that understood our sector and how to help us manage the change to a new system.
Their tender was extremely thorough and comprehensive and stood head and shoulders above the rest. We are excited to modernise our telephony, improve our efficiencies and the customer experience and look forward to working with them.”
New ways of working
Plus Dane is always open to innovative new ways of working and in the future will be using a video engagement tool to enhance their service delivery.
Customers will be able to video call into the 8×8 contact centre to show the issue and the agent can then book an appointment with the correct colleague to resolve the problem. When the video engagement tool is rolled out it may also allow vulnerable customers to meet with their housing officer.
Jonathan Sharp, Director at Britannic Technologies commented,
“We have over two decades of supplying communications platforms and contact centres to housing associations and sit on the Procurement for Housing framework as well as G-Cloud 13 and CCS Network Services 2.
We are thrilled to be working with Plus Dane, alongside 8×8, on their digital transformation and look forward to utilising technology to improve their customer service and supporting their vision for the future.”
By modernising communications and the contact centre, Plus Dane will improve flexibility for employees enabling them to collaborate more easily and supporting agile working.
Russell Tilsed, VP, Sales EMEA at 8×8, said:
“Our work with Britannic demonstrates the importance and benefit of fostering strong channel relationships to identify and solve customer pain points quickly and effectively.
With 8×8 XCaaS, partners can provide organisations, such as Plus Dane, with a single-vendor cloud communications and contact centre solution to help meet their core objectives of ongoing cloud transformation, while also reducing costs and delivering a vastly improved customer experience offering.
Further, 8×8’s CPaaS capabilities allow Plus Dane to be proactive and offer more engaging customer interactions, resulting in quicker problem resolution.”
Britannic are award-winning specialists in business communications, systems integration, digital transformation and managed services, maximising the ICT investment of private and public organisations across the UK.
Britannic Technologies is a value-added reseller with a difference. We are a highly knowledgeable team of approachable, long-serving experts specialising in business communications, contact centre, unified communications, networking, automation and systems integration. We go the extra mile to create value, mitigate risk and manage change effectively, building strong relationships based on trust.
We collaborate with customers and class-leading partners to innovate and add value, achieving excellence in everything we do. Working in partnership with customers to understand their business goals, processes and culture, we develop change strategies and underpinning technology solutions, tailored to each client’s needs. As leaders in innovation, we are proud to bring disruptive technologies, such as artificial intelligence, web real time communications and business process automation to customers.
Britannic partners with industry-leading vendors such as Mitel, Five9, Avaya, 8×8, Bizvu, Calabrio, AudioCodes, Microsoft and Red Box. Trailfinders, North Herts District Council, Markerstudy Group, Advance Housing & Support and Queen Mary University of London are just a few of the customers that have transformed their business with Britannic.
For additional information on Britannic view their Company Profile