Castles and Coasts

Castles & Coasts Housing Association Limited (CCHA) formed on 31 July 2017 following the merger of Two Castles Housing Association and Derwent & Solway Housing Association. CCHA owns and manages more than 7,000 homes across the North of England.

How we helped Castles and Coasts

The problem Castles and Coasts faced

As part of an ongoing Business Transformation programme, Castles & Coasts found their current telephony system to be no longer fit for purpose. A procurement process was then put forward to select and implement a replacement system. This was in order to replace the current Telephony, Contact Centre, Call Recording, Call Reporting systems.

The scope here was to find a replacement contact centre solution which can be used from any location and device i.e. a user that is in any office, from home and even when working as a mobile user. One that integrates within the growing adoption of MS Teams and 365, and a solution that can accommodate growth across the business.

The Solution Provided

The decision was made to award Global 4 with this project in order to deploy the 8×8 platform across 34 Contact centre users and 148 Unified Communication users including integration via MS Teams and 365. This is delivered across a fully omni-channel solution allowing customer interactions across voice, email, web chat, social media and SMS.

Further enhancements also including quality management were later added as part of the project in order to deliver advanced coaching of their agents.

The Results

A wealth of analytic insight has now been unlocked. Wallboards display queue data, supervisors have vital information at their fingertips on both live data and rich interaction details around the most commonly used contact routes.

Since the initial scope, Global 4 have been invited to deliver further broadband services, data circuits and more, cementing a truly mutual collaborative relationship.

Global 4 have been brilliant, we wanted a consultative partnership when looking for the right supplier for us. From the project management and guidance from their lead engineer, to regular catch ups with our account manager, Global 4 have ticked all the boxes for us and we would have no hesitation in recommending them.

David Poulton | Procurement Delivery Lead