Platform Housing Boosts CX with 8×8 XCaaS 

Carly Read
Senior Reporter

Housing group extends 8x8 XCaaS integrated cloud communications and contact centre using video Interaction 

Strategy
Platform Housing Boosts CX with 8×8 XCaaS 

8×8 has announced that Platform Housing Group, one of the UK’s largest housing associations, will extend their 8×8 XCaaS deployment by adding the company’s CPaaS Video Interaction for improved employee and customer engagement. 

Platform Housing boasts around 1,200 staff, over 120,000 customers and 45,000 homes and has now implemented the 8×8 XCaaS integrated cloud contact centre and communications platform to digitally transform the organisation, ensure business resiliency, and enable its hybrid workforce to communicate, collaborate and engage from anywhere on any device. 

Lee Vernalls, Assistant Director of Business Development and Growth at Platform Property Care, said: “8×8 Video Interaction allowed our operatives to conduct a two-way video call with customers so that any repairs could either be seen prior to a visit or fixed remotely.  

“Crucially, when a remote fix was not possible, we had customer photos in our interaction records, and could make sure the correct materials were available when our tradespeople went on site to repair the problem.” 

Platform Housing Group’s property maintenance subsidiary, Platform Property Care, conducted a pilot project to extend 8×8 XCaaS with 8×8 Video Interaction to further enhance employee and customer engagements in order to drive deeper benefits across the organisation.

During a month-long evaluation, the organisation offered a live video option during customer calls to help resolve property repair issues. Findings of the process include:

  • While on a customer call, property maintenance and support tradespeople can start a video interaction by sending an SMS message to the customer’s mobile phone 
  • Customers opt in to start a video interaction with a simple click – no application download or account registration required 
  • Using the two-way video experience, customers can show trouble areas to the support staff. The real-time video capability enabled staff to better help customers through a remote repair 
  • Photos can also be taken and annotated by both the customer and support team with all pictures, notes and location details automatically saved into the organisation’s 8×8 Contact Centre and Microsoft Dynamics 365 systems for future reference 

 

 


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