The problem: Ageing systems and urgent need for remote working
Aspire Housing is a housing association based in Newcastle-under-Lyme, managing over 9,000 homes across Staffordshire and Cheshire. When the COVID-19 pandemic hit, Aspire faced an urgent challenge: enabling its contact centre staff to work safely from home while maintaining service continuity.
Their existing on-premise telephony and contact centre system was outdated and restrictive. It limited Aspire’s ability to deliver digital services, streamline processes, and respond to changing business needs. With some staff still commuting to the office, Aspire needed a fast, flexible solution to reduce risk and support remote working.
The solution: Cloud-based contact centre via PfH’s framework
Aspire consulted PfH to explore options through our Telecommunications Framework. Through this route, Aspire partnered with Social Telecoms CIC – the top-ranked supplier on the framework – and cloud communications specialist 8×8, with support from Alysium Consulting.
Together, we helped Aspire rapidly deploy a cloud-based contact centre solution in just two weeks. The new platform included omni-channel communication, chatbot functionality, and enhanced compliance features. It enabled contact centre services to be delivered from any location with internet access, allowing 100% of advisors to work from home.
PfH’s framework provided a compliant, efficient route to market, allowing Aspire to act quickly and confidently during a critical time.
“We made it a priority to reduce unnecessary risk to our colleagues. Through remote collaboration between all parties, we turned the solution around in a timeframe that was originally unthinkable. We’re now able to provide the same excellent service knowing our contact centre colleagues are safe and well working from home. It’s a great example of how strong partnerships can deliver great changes together.”
Grant Sharman, Group Director of ICT, Aspire Housing
The results: Business continuity and long-term transformation
The project delivered immediate and long-term benefits for Aspire Housing:
The solution not only addressed urgent business continuity needs but also supported Aspire’s broader digital transformation goals.