Plus Dane Housing has teamed up with Britannic Technologies, specialists in business communications and digital transformation services to supply the 8x8 cloud unified communications and contact centre solution to improve customer experience.
The North West based Housing Association, which operates across Merseyside and Cheshire is working with Britannic to ensure customers are provided with the best contact systems and choice tailored to their individual circumstance. The new system will augment the customer journey by offering a full multi-channel contact centre so customers can choose how to contact Plus Dane by phone, email, web chat or social media. The new system will also provide 100% reliability with a single platform to manage all telephony and customer interactions.
Kate Jungnitz, Director of Customer Service from Plus Dane, said: “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.”
Plus Dane is always open to innovative new ways of working and in the future will be using a video engagement tool to enhance service delivery. Customers will be able to video call into the 8x8 contact centre to show the issue and book an appointment to resolve the problem. A solution that will be particularly welcomed by vulnerable customers.
Jonathan Sharp, Executive 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 8x8, on their digital transformation and look forward to utilising technology to improve their customer service and growth as an organisation.”
The new system/contact centre will also improve flexibility for Plus Dane employees enabling them to collaborate more easily and will support agile working.
About Britannic
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 partners with industry-leading vendors such as Mitel, Five9, Avaya, 8x8, Bizvu, Calabrio, AudioCodes, Microsoft and Red Box. Peabody, Thrive Homes, 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. https://www.btlnet.co.uk/
