The Department of Communities provides affordable housing for people in Western Australia who would otherwise struggle to rent or buy. The Housing Direct contact center is a dedicated team of 76 people who schedule and manage maintenance work for more than 36,000 homes and 64,000 tenants. Many of those customers live on low incomes in remote, hard-to reach locations.
“Often our customers turn to us because they need help getting back on their feet,” said Tracy Thompson, Manager for Housing Direct. “We receive all sorts of inquiries, from email requests for property repairs and disruptive behavior complaints to emergency calls for fires and floods.”
But failing legacy contact center technology made it difficult to deliver a consistently great customer experience. Faults bounced back and forth between five different providers before finally disappearing into a black hole. The situation was made worse by a lack of basic features, such as queue configuration, forecasting, call recording and survey tools.
Firmly in charge of customer experience
Everything changed with the Genesys Cloud CX™ platform. “We sought an all-in-one omnichannel solution with the option for people to work from home,” added Thompson. “Once we met with the Genesys team and saw what Genesys Cloud CX could do, we stopped looking.”
Set up by local expert Datacom, the new contact center solution is delivered as a fully managed service and handles around 400,000 phone and email contacts annually.