As one of the largest non-government providers of social housing in Australia, Home in Place has been investing in technology to improve its digital service platforms and capabilities, both for greater customer web-based self-service, and assisting with customers’ digital inclusion.
However, the enterprising and socially committed international NGO’s ageing, stand-alone telephony platform was reaching end-of-life as well as limiting its ability to develop multi-channel capabilities and meet its digital customer service vision.
To date, Home in Place has primarily driven customer service through its 25-agent contact centre, currently handling approximately 11,000 inbound calls per month and 7,000 outbound calls. It also supports customers through face-to-face engagement from 11 office locations in Australia and New Zealand.
“The last few years have been about us working on our internal systems as a pathway to enable our tenants digitally. We’ve leant into some of our technology vendors to enable us to leverage our data, and from there to assist our tenants to use that data, which is just starting to come to fruition now,” said Kent Chalmers, Group Chief Technology Officer at Home in Place.
After seeing a demonstration of RingCentral MVP and RingCentral Contact Centre arranged through RingCentral partner Donnabrook in late 2021, Home in Place realised it was the ideal solution to meet its future needs.
“Donnabrook kicked off the relationship with RingCentral, and their ability to convey RingCentral’s capabilities was really important to this project and getting it off the ground,” said Kent.
“The key feature for us is integration. If we can get our data into our communications systems, that makes things a lot easier not only for our staff, but also to deliver digital services for our tenants in the future.”
Native integration with Home in Place’s Microsoft Teams collaboration platform has enhanced internal communications. The UCaaS and CCaaS platform has also reduced the complexity and administrative burden with regards to compliance with security certification and regulatory requirements, and with the organisation’s business continuity planning (BCP). The RingCentral platform provides Home in Place with a 99.999% uptime SLA, and enterprise-grade security and privacy compliance.
In addition to deploying RingCentral, Home in Place has engaged RingCentral Enterprise Support to assist on the technical side with the platform.
Accelerating Digital Customer Service
Phase one of the RingCentral project was replacing and consolidating an ageing telephony and contact centre environment with a single cloud-based platform across Australia and New Zealand.
Phase two will see RingCentral integrated with Home in Place’s CRM and ERP systems, allowing Home in Place to deliver a more rapid and personalised response to customers when they call the contact centre, offer web chat functionality for tenants, support the rollout of digital self-service,and introduce chatbots to answer common questions and provide simple data such as rental balances or payment due dates. Additional contact centre features will be rolled out, including workforce management automation and social channels, skills-based routing, workflow and automation, and advanced features such as intelligent outbound calling and call-back in queue.
RingCentral also makes it possible to support further international expansion and an increasingly decentralised customer service operation.
“Our staff can access RingCentral from anywhere in the world. We are really looking forward to using RingCentral as a ‘follow the sun’ contact centre if we need to extend our hours of coverage, or to support other versions of international implementation,” Kent concluded.
Originally published 25 Oct, 2022, updated 26 Oct, 2022
