Member Article

Incom helps Teign Housing enhance tenant services

Housing association Teign Housing has deployed a ShoreTel communications system from Incom Business Systems as part of a strategic business plan to significantly improve the customer service experience. Comprising ShoreTel Unified Communications platform and Enterprise Contact Centre, the solution enables the social landlord to move closer towards teh integration of all critical business applications to achieve a 360-degree view of tenant interactions. Teign Housing manages over 3,6000 homes across South Devon from Dartmoor National Park to Newton Abbot, Teignmouth and Dawlish. Capable of seamless integration with Teign’s housing management and rent payment system, the ShoreTel solution delivers simplified call management, automated reporting and 99.99999 per cent availability for exceptional 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. The contact centre benefits from comprehensive contact centre management, call reporting and internal call distribution. In addition, the solution allows tenants to respond to service surveys by their preferred communication channel, enabling the social landlord to facilitate digital inclusion and accurately measure their performance.

Karen Johnson, Head of Customer and Corporate Services at Teign Housing, comments, “It was clear from the start that Incom’s approach was different. They invested a considerable amount of time building up a complete picture of our requirements - they went above and beyond to ensure we had a solution that would not only meet our current requirements, but was also future-proofed. This meticulous approach gave us complete confidence that the ShoreTel solution would be fit for purpose now and in the future.”

Johnson concludes, “The deployment has been a complete success and our tenants are reaping the benefits that integration has delivered. The solution is key towards us achieving our digital inclusion strategy and will bring about efficiencies in customer transaction processing. We are extremely happy with Incom and would not hesitate to recommend them to other housing providers.”

This was posted in Bdaily's Members' News section by Incom Business Systems .