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Case Study: Wandle
IP Solutions are a partner, not a supplier, to Wandle. They delivered detailed analysis on all of our options and are providing an infrastructure that integrates with our CRM and provides us cradle-to-grave call reporting to enhance our levels of customer service.
Background
Working across several London Boroughs, encompassing in excess of 6000 homes, Wandle is one of the largest housing associations in London. They are recognised as a leader in housing keyworkers (like nurses and teachers) on low incomes that are keen to take their first step on the property ladder.
Wandle were ready to take their first step towards moving into the cloud when their proposed office relocation required a rethink of their infrastructure.
The Challenge
Wandle occupy two sites, but want to move to a new office in London large enough to accommodate all 150 staff members.
Both sites have completely independent infrastructure; neither of which has the capacity to accommodate Wandle in its entirety, nor can the two systems merge. They were left with no choice but to re-evaluate their infrastructure and the way in which they communicate as a housing association. The decision was made to move their infrastructure into the cloud, however they didn’t have the expertise in-house to do so. Wandle looked externally for a company who could assist them in the office move and their transition to the cloud.
Wandle not only required a system that allowed them the flexibility to bring together all 150 staff, it was also critical they retained their current 08 and 02 numbers during the move. Furthermore, they needed a service provider who’d work with them moving forward as a yet-to-be-selected CRM package would need to integrate into their new system.
The Solution
IP Solutions conducted a full evaluation of Wandle’s requirements for the new head office. Following the formation of a detailed project plan, IP Solutions have now built an infrastructure capable of incorporating everything Wandle require.
They’re soon to be placed onto an award-winning hosted telephony platform using Cisco end points which boasts both the capacity to bring all 150 staff on to one site and the intelligence to port their existing 08 and 02 numbers. This will allow Wandle to seamlessly move from two sites to one, with no strain placed upon daily operations.
The fully cloud-based platform, will allow a new CRM system to integrate as and when Wandle need it to. With the complete technology upgrade, maintenance costs will be eradicated. With no on site kit, for instance, changes can be made remotely, saving both time and money.
IP Solutions are also delivering fully hosted, live call reporting which helps Wandle track the level of service their inbound support centre provides. They’ll now have full visibility on the amount of calls they deal with and more importantly, the calls they miss.
Results
IP Solutions are soon-to-deliver an award-winning, fully hosted telephony platform with number porting, CRM integration and cradle-to-grave call reporting capabilities. Wandle are currently preparing to move in to their new office whilst the system is fully functioning and ready to go.
Following the relocation and number porting, Wandle will look to integrate a new CRM package with help from IP Solutions. As the infrastructure is now fully cloud based, onsite maintenance costs will be eradicated and the solution will support Wandle as it expands. New technology will integrate naturally into the platform, strengthening their infrastructures resilience and capabilities
