Housing association Teign Housing has deployed a ShoreTel communications system from Incom Business Systems as part of a strategic business plan to improve the customer service experience.
Comprising ShoreTel Unified Communications (UC) platform and ShoreTel Enterprise Contact Centre (ECC), the solution enables the social landlord to move closer towards the integration of all critical business applications to achieve a 360-degree view of tenants' interactions.
Teign Housing manages over 3,600 homes across South Devon from Dartmoor National Park to Newton Abbot, Teignmouth and Dawlish.
Capable of seamless integration with Teign's existing housing management and rent payment system, the ShoreTel solution delivers simplified call management, automated reporting and 99.99999 per cent operational continuity.
As a result of efficiency savings, the total cost of ownership is significantly lower, aiding Teign's compliance with the Homes and Communities Agency's Value for Money (VfM) standard.
The deployment supports 130 extensions, including 80 people at Teign's headquarters, 20 users at their shop and 20 mobile workers.
Karen Johnson, Head of Customer and Corporate Services at Teign Housing, commented: "The solution is key towards us achieving our digital inclusion strategy and will bring about efficiencies in customer transaction processing."