For organizations in the public sector landscape, investing in CX is a necessity. The better the experiences these groups can give their citizens, the more likely they are to inspire loyalty, enhance their reputations, and minimize unnecessary spending.
Unfortunately, as many public sector groups operate in distributed environments, with access to limited budgets and resources, delivering phenomenal service can be challenging. Increasingly, these organizations are searching for tools that empower their teams to operate efficiently from anywhere, deliver more personalised experiences, and unlock opportunities for growth, without excess spending.
When Thirteen, a housing association responsible for supporting more than 70,000 customers across the North East of England, faced challenges with the resiliency and performance of its contact center solution, they turned to the flexible and scalable services of 8×8 for help.
Overcoming a Host of CX Challenges
For years, Thirteen has been experimenting with initiatives commonly seen as innovative in the public sector landscape. Back in 2019, the group implemented a hybrid work strategy long before the pandemic made flexible working a necessity. However, for some time, the organization was still heavily reliant on inflexible, on-premises technology which failed to support its new philosophy.
Thirteen decided it was time to look for a new solution, capable of helping it to build better relationships with customers, staff, and residents alike. The brand wanted to increase network and infrastructure performance, while also ensuring the technology was scalable and easy to use.
One of Thirteen’s resellers introduced the group to 8×8 through a product demo, and the business leaders were instantly impressed by the intelligence of the communication platform. Thirteen believed 8×8 had everything they needed to impress their citizens and employees, from analytics, to a convenient cloud-based platform.
The 8×8 Contact Center was quickly introduced as the new hub for all customer communications, allowing the team to take advantage of powerful omnichannel tools for service. A year later, the company also introduced 8×8 Work to support administrative staff and deliver training.
Creating a Unified CX Strategy
According to the Thirteen group, implementing 8×8’s technology was surprisingly straightforward, thanks in large part to the support offered by the customer success team. The 8×8 rep that worked with the brand was knowledgeable and transparent throughout the project, and remains on-hand to assist the leadership team to this day.
Since implementing 8×8’s flexible contact center technology, Thirteen has continued to build on its digital environment. The group further enhanced the employee experience by taking advantage of 8×8’s Microsoft Teams integration, allowing for better collaboration between workforces.
Additionally, the business benefits significantly from the robust analytics feature set offered within 8×8’s platform. The solution allows the team to keep track of crucial metrics throughout an omnichannel environment, to ensure every citizen gets the right level of service.
Thirteen is even taking advantage of intelligent Speech Analytics in the 8×8 platform, which allows contact center leaders to track sentiment, and monitor patterns in conversations. Plus, they’re using the Quality Management feature available from 8×8 to consistently invest in better agent performance.
