Britannic Technologies, specialists in business communications and managed services announced that they will supply Thrive Homes, a housing association with a cloud-based omnichannel contact centre from Five9.
Thrive own and manage over 5,000 homes throughout Hertfordshire, Bedfordshire Buckinghamshire and Oxfordshire delivering much-needed homes for social and affordable rent, leasehold, shared ownership and private market rent (through Thrive Places).
Thrive has embarked upon a business transformation programme to improve front and back-end services for both customers and staff, increasing agility and mobility. The organisation is facilitating more people to work remotely and recognises that a ‘one size fits all’ model doesn’t meet the expectations of different generations. Through this programme, they are developing the role of technology to improve operational efficiency and effectiveness for both customers and staff. To meet these strategic objectives, the organisation realised that, with the number of different applications they use, it was both complex and costly to manage and was hindering them achieving their goals.
Digital Transformation = Success
Thrive went out to tender and selected Britannic to design and deploy their solution.
They have already introduced a web-based self-service functionality enabling customers to access services when and where they choose to do so, such as paying rent, reporting repairs etc. This – along with an improved omnichannel contact centre will free up the agents to focus on more complex areas therefore increasing efficiencies and productivity.
Anne Bijum, Assistant Director Customer from Thrive Homes, “Britannic are a well-known trusted provider in the housing market, they shared our values and submitted a very strong tender response. We are looking forward to working with them to improve the service that we offer customers and to modernise our contact centre, driving the organisation forward and enabling us to achieve our objectives.”
Britannic is a prominent supplier in the housing market with 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 and CCS Network Services 2. The recent partnership with Five9 is elevating their positioning in the housing market providing additional strength and capability to intelligent cloud contact centre solutions facilitating improving the tenant experience.
Jonathan Sharp, Executive Director at Britannic Technologies commented, “We are proud to be part of Thrive’s innovation and digital transformation and look forward to a long and mutually beneficial relationship. Housing is a sector we understand well and where we can add significant value by guiding housing associations on how they can utilise their existing technology and move to new technology to grow the business.”
Improving the Customer Experience
The contact centre solution will also be integrated with Microsoft Teams and Thrive’s CRM via Britannic’s highly flexible netX2 SIP exchange platform to improve collaboration and data insight. Plus, the addition of a ‘Secure Pay’ agent assisted payment service to improve the online payment facility for customers.
“As a partnership, Five9 and Britannic share very similar if not perfectly aligned values and principles. Through our strong relationships and vast experience within the industry, we understand the challenges presented to businesses, individuals and the technological innovation required to succeed in the ever-changing customer experience environment. Thrive’s digital transformation strategy exemplifies this spirit of innovation and in partnership with Britannic, we strengthen our presence in the housing sector. We are thrilled to be the technology Thrive uses to support its staff, customers and clients.” Thomas John, VP Partner Sales International, Five9