The Customer
Thenue Housing Association (THA) is a registered housing association with charitable status. Founded in 1979, THA has grown into an organisation of over 75 staff, owning and managing some 4,000 properties across Glasgow, largely within the six Glasgow communities of Calton, Bridgeton, Dalmarnock in the east, Blackhill and Cranhill in the northeast and Castlemilk in the south.
The Challenge
Last year they issued a tender for the supply of a high-quality hosted telephony system with associated value-added services. Based on our submission being the most economically advantageous tender we were awarded a three-year sole-supplier contract for the provision, support and maintenance of a hosted Zoom Phone telephony service. The contract can be mutually extended by an additional 2 years (1+1).
Implementation
Exchange delivered a reliable and resilient cloud solution providing UC functionality for all staff. This included IVR call routing and call reporting as well as soft client and mobile applications for staff working in a hybrid environment. The bespoke solution also included web-based administration as well as built-in features to simplify workflows (call summaries, voicemail/message prioritisation etc).
Project management followed Prince 2 methodology, and the system migration was carried out by our own qualified engineers in December 2025. 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 undue service disruption to staff or end users.
The resilient solution facilitates the capacity for future growth and ongoing customisation. Exchange 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.
Key Results / Benefits
Exchange Communications successfully implemented the new connectivity which provides the following benefits –
- Better Connectivity and Unified Communications.
- Real-time call performance monitoring.
- Facilitates the capacity for future growth.
- Unmatched Flexibility and Mobility.