Leader hampered by legacy tech
A leading provider and developer of affordable homes, BPHA offers renting, retirement living and shared ownership properties in the Oxford and Cambridge area of the UK. With 500-plus staff, it owns or manages 19,500 homes — reinvesting its profits back into new developments that improve opportunities, independence and quality of life for residents while benefiting the wider community.
The BPHA customer communication center team deals with a wide range of issues: from property repairs to tenancy-related matters such as money advice, rent payments, complaints and security concerns.
However, advisors suffered from a poor experience and were restricted to phone and email communications due to unreliable on-premises systems. They also lacked job variety and meaningful insights from their reporting tools.
“We had been thinking about digital channels and taking our contact center to the cloud for a while,” said Lianne Martindale, Communications Center Manager at BPHA. “The need to support hybrid working reinforced that decision, while assisting our environmental goals by reducing the carbon footprint associated with legacy IT systems and employee commuting.”
Categorically the right cloud solution
Adhering to a strict procurement process, BPHA scored the Genesys Cloud™ platform highest in many categories, including ease of use, reporting capabilities and value for money.