Modern Housing Complex

CASE STUDY

The Hyde Group is a housing association located in London, they are a member of the G15 and operate in, the South East, the East of England and the East Midlands.

 

Hyde have 48,000 properties, 95,000 customers, 1,200 employees, and annual turnover of over £240m.

 

Hyde is supported by 1,200 back office staff across 17 locations and a multi-site 200-seat contact centre

The Challenge

Hyde’s telephony and contact centre system was based on legacy infrastructure, which was at maximum capacity, out of manufacturers support and managed internally. Hyde had several system outages causing inconvenience to tenants and delays in resolving issues.

 

Hyde operates a dispersed customer services team. Each team was responsible for managing distinct service areas, from repairs and maintenance to sales and tenancy. Additionally, Hyde had separated the multimedia team from the main contact centre which causes confusion with some customers when switching communication channels.

 

Hyde’s customer service interaction strategy included interactions based on telephony, email and a small broadcast social media solution. Reporting on calls was very limited and this meant the contact centre, particularly the multimedia interactions were difficult to manage.

 

Hyde has an agile working policy, where staff work from home at least one day a week. This encourages a better work/life balance, utilizes office space better and enables staff to work without distraction.  However, Hyde wasn’t able to offer effective tools to allow staff to communicate effectively.

The project goals included implementing a robust and resilient unified communications and contact centre solution, increasing communication through unified communications and delivering an omnichannel contact centre.

 

As part of the project Hyde also wished to migrate their existing on-prem Microsoft Office, and Microsoft application suite to Office 365.  This included the migration of: Office, Exchange, Access, OneDrive, Skype for Business, Yammer, SharePoint and Active Directory.

Busy Street
Business Team

The Solution

Soniza ran workshops with, I.T., the Contact Centre, Senior Leadership Team, Sales, Finance, Housing Officers and H.R. We created extensive customer journey maps, detailing each customer touchpoint within the business and mapping the process of resolution.

 

Soniza created a UC, PCI-DSS compliant Contact Centre and Customer Interaction strategy which compared different approaches and products in the market. A budgetary cost was proposed, along with a Business Case with supporting pros and cons of each approach were presented.  Soniza then worked with the project team and agreed the best strategy to achieve the project goals.

Soniza created a Request for Proposal (RFP) document which included the functional, technical, operational and business requirements of Hyde. 

 

The evaluation team then updated the analysis scoring based on the original selection criteria

and a clear preferred supplier was identified.

This was based on the procurement of unified communications, an omnichannel contact centre, Office 365 and Microsoft Azure.

 

Hyde’s Procurement department run the tender process and Soniza supported the process answering technical queries and clarifying requirements.

Soniza worked with the evaluation panel to score and analyse each response from suppliers using Soniza standard scoring matrix methodology and creating a commercial analysis based on the total cost of ownership.

 

Two suppliers where then selected for short-listing presentations and demonstrations.  Soniza facilitated and attended the meetings ensuring each solution was fully understood by the evaluation team then updated the analysis scoring based on the original selection criteria and a clear preferred supplier was identified.

The Outcome

Hyde achieved the primary project goal by securing a reliable and robust infrastructure to support the business.  The solution now has multiple levels of failover and full integration into the Microsoft product set.

 

Hyde increased the ability to communicate with customers by offering additional media channels and their agile working staff are now more connected to colleagues through the use of unified communications.

 

Unified communications enabled Hyde to achieving savings in several areas, including, conferencing, travel, call tariff’s and time.

 

Hyde now have a single management partner who not only supports the UC and contact centre environments but also is supporting them in their journey to Office 365 and Microsoft Azure.

 

Through Soniza’s involvement, the project achieved the project goals on time and on budget. Hyde have since continued to partner with Soniza on a number of follow up projects and we look forward to a long working relationship with Hyde.

OMNI-CHANNEL CONTACT CENTRE

Hyde has completed the transition from single

channel to omni-channel communications with

their residents.

 

COMMERCIAL FLEXIBILITY
Hyde has a robust commercial model with forward-thinking and agile partners, which helps provide the flexibility and scalability required by the business.

 

NEW INFRASTRUCTURE
Hyde has a new high available cloud communications infrastructure which increases the ability to collaborate both internally and with their customers.

 

DIGITAL TRANSFORMATION
Hyde now offers integrated and collaborative cloud communications platform to staff across the organisation. This has facilitated their agile working strategy along with providing cost savings.

The Results

Business People Applauding

“Hyde were looking for a truly independent and knowledgeable company to advise on a number of telephony/UC initiatives – and found that in Soniza. Very quickly, through thorough and comprehensive consultancy services supplied, Soniza established themselves as a credible technology partner to Hyde and the insights provided have proved very valuable in terms of shaping and driving the Hyde UC and Contact Centre strategy.”

 

Rob Ferrari, Head of IT Infrastructure, Hyde Group