Optimised Tenant Access – The challenge Facing IT & Customers Service Managers in the Social Housing Sector
A changing landscape
The communication channels on which we rely continue to evolve and multiply. In our personal lives we interact with family and friends through an increasing number of media types - telephone, video, email, chat as well as a growing selection of social media, forums and mobile apps, all dominating our lives.
Your tenants’ expectations are that they will have the same channel choice when they interact with you.
Some interesting facts:
- Gartner predict that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.
- Enghouse Interactive estimates that currently 85% of customer interactions are still run through the contact centre or through traditional communication means.
- Estimates indicate that more than 66% of internet users have active social media accounts.
- Among 16 – 24 year-olds the three most popular methods of engagement with a business are smartphone (25%), self-service via company website (23%), and social media (18%)
- Among 55+ year-olds the most popular methods of engagement are e-mail (52%) and telephone (15%)
The challenge IT and Customer Managers face is how to deliver a consistent, efficient and easy to access services across all media types, channels and devices which:
- Provides self-service options but with a seamless transition to assisted service if required
- Provides different access depending on user type and preferences
- Provides ability to move between channels without disruption to provide a joined-up experience
- Provides agents with a seamless and integrated flow of information regardless of contact method
Other considerations for the design and implementation teams are:
- Whether existing systems can be upgraded and enhanced or whether new platforms and applications are required to meet evolving needs.
- Whether a solution should be deployed on-premise, as a cloud service or as a hybrid.
- Who are the most appropriate technology vendors and delivery suppliers
The Voyager Approach
Voyager has built up years of experience in understanding the needs of the Social Housing Sector and work with IT and Customer Service Managers to:
- Understand their unique challenges
- Develop roadmaps to achieve the final outcomes required
- Evaluate the best technology fit solutions – Voyager has strong working relationships with Cisco, Microsoft, Shoretel, Sipsynergy, Enghouse and IPFX
- Evaluate the best service solution – On-premise, Cloud, Hybrid or Managed
- Review CAPEX and OPEX options to deliver the best return on investment
What some of our clients say
“We selected Voyager Networks as our preferred partner for Herefordshire Housing because they fully understood our requirements from the outset. They spent time listening to our needs, understanding our budgets and delivered the solution against those requirements. Voyager Networks has demonstrated an in-depth knowledge of our requirements and delivered solutions which have greatly benefited the business. We regard the people in Voyager as true work colleagues as they interact with us on a daily basis to help deliver a first class IT service. We look to Voyager Networks to deliver creative, best-of-breed solutions for all our IT Requirements”.
Adam Huselbee, ICT Manager.
Bron Afon Community Housing
“We gave Voyager just 7 weeks to come up with a plan and implement the upgrades for us. 7 weeks later they successfully delivered. From start to finish the staff we dealt with were outstanding. The technical consultancy resource was exceptional, not only delivering the solution right first time but keeping us engaged and informed throughout the process. The Project Manager combined faultless management with a friendly and involving approach. Transitioning into the operational environment was made really easy due to friendly and early engagement from a team who clearly know their business inside out. It pains me to say it but I cannot think of a single thing that Voyager could improve on and it is clearly evident that the people we dealt with are at the top of their game”.
Ian Taylor, Head of ICT