A new cloud-based phone system has been installed to improve housing services for more than 4000 tenants.
The upgrade follows a successful tender issued last year for a modern phone solution to replace the association’s previous system.
Exchange Communications, which operates in more than 100 countries worldwide, was awarded a three-year sole-supplier contract for the provision, support and maintenance of a hosted Zoom Phone telephony service.
Tom Sime, chief executive of Exchange Communications, said: “We have successfully installed this innovative solution for Thenue Housing Association which serves thousands of properties across Glasgow.
“The new installation will make a huge difference to the tenant experience in terms of property management issues, but also to the day-to-day work of staff.
“I’m confident that we have delivered a tier one installation and look forward to continuing to support the housing association and its team over the remaining term of our contract to help ensure the technology evolves with the organisation and best supports its staff and tenants.”
Exchange Communications implemented the cloud-based system across all Thenue Housing Association sites, supporting more than 75 staff and more than 4000 tenants.
The upgrade includes interactive voice response call routing, call reporting, internet call capability, and mobile applications for staff.
It supports hybrid working and improves the experience for tenants contacting the association.
The new system also features web-based administration tools, call summaries, voicemail, and message prioritisation.
Migration and project delivery were managed by Exchange Communications engineers.
The transition included number porting, a free calls package, staff training, and full system support.
John Batey, ICT manager for Thenue Housing Association, said: “Investing in a modern Zoom-hosted phone system has transformed our communications, giving colleagues the tools they need to provide a responsive and professional service to customers.
“The platform has improved call quality, increased resilience, and enhanced the customer experience, while also reducing our telephony costs.
“We are particularly pleased with the support provided by Exchange Communications, whose expertise, responsiveness and commitment to rapid issue resolution have helped make this transformation a success.”
The system has been designed to support future growth and ongoing customisation.
Exchange Communications will continue to provide service management and support, including a single point of contact for any required changes or updates.
