The Regenda Group is a relatively new and expanding housing and regeneration group. Through its operating companies, the Group owns or manages over 13,000 homes for rent or sale in over twenty local authorities across the North West. It is currently developing over 400 homes and delivers many other housing, support and regeneration services that help to make the North West a better place to live.

CASE STUDY | Contact Centre Solution

REGENDA HOUSING GROUP

SAFE AS HOUSES WITH VOYAGER

“I have been particularly impressed with Voyager’s flexibility and their‘can-do’ approach to this project. The team ensured we all pulled in the same direction and made sure delivery was in line with our requirements. This was vital to the success of the project, Voyager’s technical ability and management of the entire project was exceptional.” Ian Ward, Head of ICT, Regenda Housing Group

The Group’s housing stock has trebled in three years. This growth and diversity is reflected in many other ways – including the range of services provided to people living where it has its homes; the number of people who deliver the Group’s services and in how they do their work.

SAFE AS HOUSES WITH VOYAGER

Regenda drivers for change – customer service

Switchboard duties

Query handling

Call referral

Message services

Envelope stuffing

Satisfaction surveys

Managing contractor invoices

Reception

Support field based staff

Regenda drivers for change – people and places

CASE STUDY REGENDA HOUSING GROUP | Contact Centre Solution

Voyager proposed a solution which comprised the following elements:

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“Due to the complexity of the solution, project management was crucial. The Voyager project team ensured we all pulled in the same direction and made sure delivery was in line with our requirements. This was vital to the success of the project, Voyager’s technical ability and management of the entire project was exceptional. I have been particularly impressed with Voyager’s flexibility and their ‘can-do’ approach to this project – their ability to suggest and implement alternative approaches to deal with the inevitable problems and issues that have arisen – often before we were even aware there was a problem.” said Ian

Regenda summary of Telecommunications requirements

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“This system has been a year in the planning stages and we needed a solution that would deliver against our aspirations to provide a first-class, state-of-the-art call centre and a group-wide integrated voice and data network. This was an important step for Regenda as it launches our commitment to provide a high quality, responsive and accessible “One Stop Shop” to service the needs of our 13,000 residents and their families” commented Ian Ward, Head of ICT, The Regenda Housing Group Voyager’s proposal

Ian comments “We’re growing rapidly so it was important we had a solution that could scale in line with the business. Voyager Networks showed a good understanding of what we required and where we wanted to be. We chose Voyager because of its breadth of knowledge and expertise within the Social Housing Sector and after discussing our requirement with them we were confident we had partnered with the right company. Importantly for us, Voyager were one of the few companies able to provide us with a single vendor solution incorporating both hardware and call centre software from our preferred supplier, Cisco Systems.

CASE STUDY | Contact Centre Solution

REGENDA HOUSING GROUP

ABOUT VOYAGER NETWORKS

CASE STUDY | Contact Centre Solution

REGENDA HOUSING GROUP

Voyager Networks helps organisations achieve growth, operational cost reduction and increased staff productivity through advanced communications technologies.

Voyager has implemented a variety of solutions, many of which are pioneering in their sector for more information on these projects please visit our website www.voyager.net.uk to view our latest case studies or call us on 0870 170 9700 to discuss your requirements.

The key benefits of Voyager’s solution

Ian comments further “The Customer Service Advisors (CSA’s) will now deal with enquiries first time, every time to avoid being passed around to a variety of different members of staff. This now means the CSA’s can offer a one stop shop service, dealing with a wide range of enquiries from housing management queries, debt advice queries, advice on antisocial behaviour to maintenance requests”

“Our requirement was for a strategic and sustainable solution in line with our customer service strategy enabling us to enhance the services we delivered to our customers through multiple channels, with the solution provided by Voyager that is now achievable” Comments Ian Ward “In short Voyager has demonstrated its ability to work in partnership with us to deliver a high value, low risk, future proof solution that will deliver quantifiable business benefits to The Regenda Group and vastly improved services to our customers”