Client: Ongo Homes

Industry: Housing

Objective: To modernise customer interaction management with a cloud-based, omni-channel contact centre that enhances efficiency, compliance, and user experience.

Background

Ongo Homes, a leading housing provider, recognised the need for an upgraded system to manage customer interactions effectively. Their legacy systems struggled to meet the evolving demands of the customer experience team and tenants, particularly with the shift towards remote working. Ongo sought a modern, cloud-first solution that would streamline operations, ensure compliance, and integrate seamlessly with existing tools like Microsoft Teams and their CRM.

Solution

ARO partnered with Ongo Homes to implement Talkdesk, a cloud-based, omni-channel contact centre solution. Talkdesk provided a unified platform for managing calls, emails, and live chats, offering tenants multiple channels to connect while keeping everything organised in one place. The solution was tailored to Ongo’s needs, focusing on improving team efficiency, enhancing tenant communication, and ensuring regulatory compliance.

Implementation

ARO and Talkdesk collaborated closely with Ongo Homes to ensure a smooth transition with minimal disruption to tenant services. The implementation process was efficient, with a clear focus on understanding Ongo’s specific requirements and pacing the rollout to match their comfort level. Key integrations with Microsoft Teams, the CRM, and the payment system were executed seamlessly, ensuring a cohesive workflow.

Core Features Tailored to Ongo Homes

  • Role-based access control via Microsoft Entra ID to safeguard sensitive data.
  • High availability with automatic failover to maintain uninterrupted service.
  • GDPR-compliant call recording and transcription for compliance and training.
  • Customisable dashboards and reporting tools for enhanced insights into customer interactions and team performance.

Impact

Since the implementation of Talkdesk, Ongo Homes has experienced significant improvements in team collaboration and contact centre reliability. The integration with Microsoft Teams has simplified workflows, making communication with tenants more efficient and effective. This modern, cloud-based solution represents a substantial advancement in how Ongo Homes engages with its tenants.

Testimonial from Ongo Homes

 “The setup process was efficient and the team at ARO and Talkdesk were great with understanding our needs and ensuring we were comfortable with the pacing of the rollout and switchovers.” T&I Solutions Specialist, Ongo Homes

Conclusion

ARO’s partnership with Ongo Homes highlights the transformative power of modern technology in enhancing customer service within the housing sector. Through the deployment of Talkdesk, Ongo Homes has achieved greater efficiency, compliance, and tenant satisfaction, setting a new standard for customer interaction management.