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Coastline Housing

As a major provider of affordable housing in the West Cornwall area, Coastline Housing * has over 3,500 properties, and plans to acquire more. Headquartered in Camborne, with a maintenance division in Pool and a team of housing staff distributed around the area, the organisation had no centralised contact centre function.


Customer Need

Coastline Housing was handling a rapidly growing volume of incoming customer calls. Providing communications services for 130 staff distributed throughout the area was extremely costly, and making it hard for customers to access the right service. The organisation also wanted its housing staff to spend less time answering the phone, and more time serving the community.

Nortel Solution

The Nortel Business Communications Manager (BCM) 400 with Professional Call Center software formed the central part of a solution designed to reduce communication costs and deliver comprehensive call centre functionality and included Nortel IP Phone 2002 s. A BCM 200 system was also deployed at the maintenance depot.

Results & Benefits
  • Reduced operational costs as the IP-based solution eliminates the need for site-to-site calls to break out onto the public telephone network
  • Streamlined customer contact as contact centre functionality, follow-me numbering and remote-access voicemail enables swift connection of clients with the appropriate resource
  • Scalability to grow the solution in line with the organisation's strategic plans
 
 
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