Trident Housing Association has deployed ShoreTel’s Enterprise Contact Centre system to deliver unified communications across its business.
With 3000 properties in the Midlands under its management, Trident usually receives 1600 customer calls each week, underscoring the importance of its communications systems. By integrating ShoreTel Enterprise Contact Centre with its Microsoft Dynamics CRM system, all data on inbound callers ‘pops’ onto the Trident user’s screen, providing instant access to customer information and consequently reducing the time taken per call.
Edward Reed, head of IT, Trident, said, “ShoreTel Call Manager allows our staff to track messages more easily, contributing to shorter response times and improved customer service. Our managers can listen in live to phone calls and monitor user performance which they were unable to do before, plus reporting tools can be customised and automated, making reporting easier to administer and manage.”
A recent customer survey found that after the installation of the ShoreTel system, the perceived customer service level has increased, callers are connected to the appropriate Trident advisor faster, and have their requests processed more efficiently.