Kensington & Chelsea TMO

Unified communications for the next generation

In the early 1990s, the tenants and leaseholders of the Royal Borough of Kensington and Chelsea decided to pursue their legal right to manage their own homes. On April 1st 1996, the Kensington and Chelsea Tenant Management Organisation (KCTMO) was established and the responsibility for managing properties in this area of West London passed from The Royal Borough of Kensington and Chelsea to the Tenant Management Organisation.

Kensington and Chelsea Tenant Management Organisation (KCTMO) is responsible for the management of nearly 10,000 properties on behalf of the Royal Borough of Kensington and Chelsea.

Recently, KCTMO opted to upgrade its Siemens Hi-Path Pro-centre Agile telephone system, whilst leaving the remaining legacy Siemens systems in place, thus not incurring huge costs for the ‘rip and replace’ of their existing communications estate. Initially, Annodata recommended and replaced KCTMOs contact centre with the MITEL 3300 Contact Centre Manager Business Edition (CCMBE) which offered the KCTMO team enhanced networlking capabilities.

The upgrade resulted in an immediate improvement of front line customer services to all KCTMO residents which in turn significantly reduced legacy service costs.

Results

  • Significant improvements in efficiency across KCTMO customer service contact centre
  • Increased system flexibilty enabling remote access for KCTMO staff and Customer Service Agent’s for disaster recovery purposes and resiliency against external factors e.g. travelling difficulties during the 2012 Olympics
  • Improved service to all KCTMO residents – providing open and accountable information across existing legacy and mobile solutions
  • Reduction on all legacy support contracts

The Annodata Solution

By replacing the contact centre element of the business with the Mitel CCM BE, this provided KCTMO with a leading IP telephony platform, which the business can now plan and manage a staged migration for its remaining users on to the Mitel 3300 solution. Additional functionality across the platform is also now available. Home working for staff and contact service agents, coupled with the integration into the existing mobile estate has provided extra features such as ‘call transfer’, ‘3rd party conferencing’ and ‘disaster recovery resiliance’ for the contact centre.

Nurul Miah, Head of ICT Services, KCTMO, comments:
“Annodata took the time to fully understand our requirements and sourced a Mitel solution that provides us with an extensive level of control and functionality.

Annodata’s market knowledge means they can quickly get to the right solution. We wanted a system that provided us with a better statistical wallboard – the digital display that keeps our customer service centre staff up to speed with call volumes and response percentages. Additionally, we needed the system to enable us to easily generate call data reports. We share this data frequently and it helps to drive customer service centre efficiency.

The new solution also provides KCTMO with the flexibility to allow staff to access the system remotely – increasingly important in the modern workplace.

The Future

As part of the on-going business partnership between Annodata and KCTMO the business is currently in the process of upgrading the Contact Centre Manager (CCM) Business Edition (BE) to Enterprise Edition (EE), which will result in further improvements within the contact centre. The identification of problem calls, quality control issues, the review of key performance indicators and future integration of social media sites such as twitter and facebook will all help KCTMO to understand their customers perceptions of services offered throughout the borough. KCTMO are moving towards a truly unified communications approach.

The Annodata Benefit

The relationship between KCTMO and Annodata goes from strength to strength.

Nurul Miah continues: “We now have a more efficient telephone system and a detailed idea of our performance levels regarding queue times and call resolution.

“We asked Annodata to also assess our mobile phone contract and, again, they came up with a better deal for us that offers greater flexibility and saves us money.

“Annodata’s service is prompt and professional; we always get a quick, detailed response to any query. It’s this level of feedback that helps us make intelligent, informed decisions – to the benefit of our company but also our residents.”

For more information, visit Kensington & Chelsea TMO

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