Thenue Housing Association receives tech upgrade benefitting more than 4,000 tenants and staff
Exchange Communications, the UK’s leading supplier of smart telephony solutions, has upgraded the telecom solution in place across Thenue Housing Association’s facilities, improving the way their properties operate and the service it delivers to more than 4,000 tenants.
Thenue Housing Association (THA) is a registered housing association with charitable status.
Founded in 1979, THA has grown into an organisation of more than 75 staff, owning and managing some 4,000 properties across Glasgow, largely within the six Glasgow communities of Calton, Bridgeton, Dalmarnock, Blackhill, Cranhill and Castlemilk.
Last year, THA issued a tender for the supply of a high-quality hosted telephony system with associated value-added services. Exchange Communications was awarded a three-year sole-supplier contract for the provision, support and maintenance of a hosted Zoom Phone telephony service after demonstrating its extensive expertise as a trusted communications partner.
Exchange Communications delivered a reliable and resilient cloud solution providing unified communications for all staff, transforming and streamlining its capabilities to manage enquiries from tenants.
This includes interactive voice response call routing and call reporting as well as internet call capability and mobile applications for staff working in a hybrid environment.
This offers staff more flexibility when it comes to ways of working and location, as well as reliability and robustness of communications.
The bespoke solution also included web-based administration as well as built-in features to simplify workflows such as call summaries and voicemail and message prioritisation.
Project management and the system migration was carried out by Exchange Communications’ qualified engineers.
The migration to a hosted solution also included number porting, free calls package, training and full system support and was successfully completed within pre-agreed timescales with no service disruption to staff or the housing associations service users.
The resilient solution facilitates the capacity for future growth and ongoing customisation. Exchange Communications continues to provide service delivery and support for the full system. This includes a single point of contact for service management and assistance for system administrators when performing moves, adds and changes.
Tom Sime, CEO of Exchange Communications, which operates in more than 100 countries worldwide and has been responsible for delivering the most connected hospitals, travel hubs, sports arenas, office spaces and shopping centres across the UK, was delighted to take on such a project.
He said: “We have successfully installed this innovative solution for Thenue Housing Association which serves thousands of properties across Glasgow.
“The new installation will make a huge difference to the tenant experience in terms of property management issues, but also to the day-to-day work of staff.
“I’m confident that we have delivered a tier one installation and look forward to continuing to support the housing association and its team over the remaining term of our contract to help ensure the technology evolves with the organisation and best supports its staff and tenants.”
John Batey, ICT Manager for Thenue Housing Association, said: “Investing in a modern Zoom-hosted phone system has transformed our communications, giving colleagues the tools they need to provide a responsive and professional service to customers.
“The platform has improved call quality, increased resilience, and enhanced the customer experience, while also reducing our telephony costs.
“We are particularly pleased with the support provided by Exchange Communications, whose expertise, responsiveness and commitment to rapid issue resolution have helped make this transformation a success.”