• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Housing Technology logo

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Search Archive
  • Home
  • Research
  • Magazine
  • Events
  • Recruitment
  • Blog
  • On Demand
  • Contact
Home / Magazine Articles / Walsall Housing’s 5-year RoI with Siemens

Walsall Housing’s 5-year RoI with Siemens

Eighteen months after Walsall Housing Group’s implementation of a new IP-based communications platform from Siemens Enterprise Communications, independent research from Forrester Consulting has found that, over five years, the housing group can expect a return on investment of 121 per cent and 90 per cent first-time customer call resolution.

Walsall Housing Group installed Siemens OpenScape systems in November 2007 to create a single IP-based communications platform across the organisation, including the consolidation of five contact centres into one new centre. After a two-month pilot, the system was deployed across the wider organisation over six months.

Sebastien Selhorst, project director, Forrester Consulting, said, “Public sector organisations are continually looking for ways to improve service and lower costs and it is clear that an IP-based communications platform, such as Siemens OpenScape, can tackle both issues. This study rigorously investigated both Siemens’ offerings and the impact on WHG’s services to reveal a significant rise in customer service levels when the communications infrastructure is centralised and streamlined.”

Forrester’s research found that the project would pay for itself within two years, with a five-year RoI of 121 per cent. The research also highlighted reduced call-centre operational costs and lower cabling costs as additional benefits.

As well as the cost savings and increased staff productivity associated with this move, the single platform is expected to enable WHG’s contact centre staff to resolve 90 per cent of tenant calls, leaving only 10 per cent of calls requiring subsequent follow-up, thereby avoiding around 68,000 follow-up calls each year.

Phil Pettifer, head of information services, Walsall Housing Group, said, “Siemens and Forrester have quantified the significant benefits achieved by shifting to a single IP-based communications platform. Customer service is imperative and the introduction of a single contact centre will ensure enhanced responsiveness to customer calls, greater operational efficiency and reduced need for colleague follow-up calls. Customers will get the right response first time.”

See More On:

  • Vendor: Siemens
  • Housing Association: Walsall Housing Group
  • Topic: Customer Management
  • Publication Date: 011 - September 2009
  • Type: News

Primary Sidebar

Most Recent Articles

  • Free cyber-defence tools from NCSC
  • Learning from history
  • Grand Union Housing gets connected with Aico HomeLink
  • The silences in the system: Predicting and preventing damp and mould
  • Looking back and to the future: Cyberthreats in social housing
  • Hyde signs repairs contract with Totalmobile
  • Fuelling high performance automation
  • Morgan Sindall’s Carbon Zero decarbonisation tool
  • An ethical approach to arrears
  • Housing and the ever-evolving workplace
  • Supporting residents with home safety risks
  • Less innovation & more service design at RHP
  • Ateb Group outsources IT help desks to Central Networks
  • Capital Letters partners with Evo Digital to tackle homelessness
  • Calico appoints M247 for digital transformation
  • 24/7 care requires 24/7 technology
  • Govtech trends for 2023
  • Are you ready for business process automation?
  • Lincoln council moves to the cloud with Civica
  • Why do IT business improvement projects fail?
  • Flagship and Ebrik launch augmented reality app
  • Following the golden thread
  • Setting the standard for carbon-monoxide protection
  • The business case for data
  • Digital twins – When, not if…
  • Using data to build communities
  • The cyber-security jigsaw’s missing piece – Managed detection & response
  • Cyber-security challenges in housing
  • Digitalising retrofits with SHDF & HomeLink
  • Tips for improving care and support

Footer

Housing Technology
  • Instagram
  • LinkedIn
  • Twitter
  • YouTube
  • Contact
  • Free Subscription
  • Book an event
  • Blog
  • Search All Articles
  • Research
  • Update Your Subscription
  • Privacy Policy

Welcome to the housing Technology – Trusted Information For Business Professionals in HOusing

Housing Technology is the leading technology information service for the UK housing sector and local governments. We have always believed in the fundamental importance of how the UK’s social housing providers use technology to improve their tenants’ lives.

Subscribe to Housing Technology to gain market-leading research, unsurpassed peer networking opportunities and a greater understanding of your role to transform your business.

Copyright © The Intelligent Business Company 2022 | Terms and Conditions | Privacy Policy
Housing Technology is published by the The Intelligent Business Company. A company with limited liability. Registered in England No. 4958057 | Vat Registion No. 833 0069 55.

Registered Business Address: Hoppingwood Farm, Robin Hood Way, London, SW20 0AB | Telephone: +44 (0) 20 8336 2293

htc23 pop banner