The Brief
A mid-sized housing association urgently needed to replace their existing customer telephony system due to supplier decommission. Rather than opt for a like-for-like replacement, they partnered with Incito to explore a more ambitious opportunity: implementing a new omni-channel solution. The objective was to replace the existing solution within 6 months and lay the foundations for continuous improvement.
Our Approach
- Stakeholder Collaboration: We worked across departments to build strong ownership and alignment, coaching teams on project roles and responsibilities.
- Commercial management: Managed the budget and various commercial activity including the market assessment and supplier negotiations.
- Agile Delivery: Regular stand-ups, a shared Kanban board and iterative workshops created transparency and encouraged active engagement throughout.
- Training & Testing: Involving users from the outset, we ran robust testing and a structured go-live plan to ensure smooth adoption.
- Supplier Coordination: We worked closely with third-party providers to mitigate risks and resolve migration issues before go-live.
- Best practice: Established effective project management office processes and executive reporting to sufficiently manage risks and delivery.
The Outcome
The new telephony and contact centre platform went live within six months with new processes and without any disruption to customers or colleagues.
- Seamless Migration: The technical implementation, supported by Incito in real-time, occurred outside office hours with zero reported impact to customer emergency numbers.
- Rapid Adoption: The Customer team were confidently handling calls within 45 minutes of go-live with uptake of new processes.
- User Satisfaction: Staff reported increased confidence and satisfaction with the new platform.
- Improved Triage Process: Quick and more nuanced responses to customers as a result of new automated triaged processes in place for emails.
- Ongoing Improvements: Building on a multi-release agile roadmap, further integrations were delivered within a month to make payments more secure. Further releases planned to move to a fully omni-channel solution.
Client Feedback
“I have thoroughly enjoyed working with [Incito]…the offer has been tailored to our particular circumstances and included the successful implementation of an omni-channel contact system”
Chief Executive Officer
“The transition was smooth as butter.”
Customer Service Representative