Book a call
Book a call

Worthing Homes’ Digital Transformation Strategy

The Customer

Worthing Homes is a community-based Housing Association, providing homes and services to over 4,000 local households living in their properties, within Worthing and the surrounding areas. They are a service-based organisation, employing 120+ brilliant people to work with their customers in supporting them to have their best lives.

““When compared against the other received bids, we decided to move forward with IPEX due to the competitive nature of their pricing as well as the ‘IPEX for Housing’ solution’s ability to both meet and exceed our outlined telephony requirements.”
Emily Cox, Customer Experience Manager, Worthing Homes

The Challenge

Worthing Homes’ previous system was Mitel-centric, with users leveraging MiCollab softphone clients or traditional IP handsets to make and receive calls, while Contact Centre agents used the Mitel Ignite Web Client to manage the call queues.

This solution was basic and limited the options that tenants could use to reach members of the Worthing Homes team.

Worthing Homes began the tendering process to ensure it could find the best supplier to support the development and deployment of its digital transformation strategy, ensuring that bidders would offer additional information to enable fair and accurate assessment. This included disclosure of any limitations, for example, the differences between office and remote working, offline capabilities, as well as the management of certain file types and sizes.

IPEX was then selected to proceed further within this process due to its competitive pricing, the bespoke nature of the proposed solution and multiple engaging demos, both in-person and remote.

The Solution

The ‘IPEX for Housing’ solution leverages 3CX technology as its core telephony platform with additional third-party integrations seamlessly implemented to provide additional functionality, incorporating a range of additional features such as Microsoft 365 integration, Biometric voice authentication, on-call surveys and more.

Key benefits include:

N

Competitive pricing

N

Integrated Contact Centre wallboards

N

PCI & DSS compliant payments platform

N

Built-in LiveChat for into website

N

Bespoke Hosted Telephony solution

N

Scheduled training (remote and on-site)

N

Omnichannel functionalities (inc. SMS, WhatsApp, etc.)

Throughout the process, IPEX was forthcoming with information and clarifications as and when required.

N

Pre-installation, IPEX mapped out the entirety of the former solution to demonstrate the new VoIP estate and simplify the amendment process to move towards a more bespoke telephony solution.

N
In the weeks before the installation, a test environment of the final solution was established, with weekly progress calls to demonstrate changes, and for staff to experience the platform and deliver feedback based on hands-on experience with the ‘IPEX for Housing’ solution.
N
The majority of users were trained remotely across 10 sessions which outlined the features of the system, aided in the login process and allowed for any queries to be raised directly via a live Q&A session.
“Overall, the entire process was handled effectively by IPEX with constant communication throughout and a completely transparent approach which allowed us to mould our telephony platform in exactly the way we required.”
Simon Anderson, Head of Business Improvement, Worthing Homes

On the day before the install, two members of the IPEX Technical Team attended site to ensure that all users were prepared and to offer in-person one-to-one training as and when required.

On install day, IPEX ported Worthing Homes’ significant DID range onto the new system, with several team members on site to answer questions and make live amendments, where required.

Download case study

Our case studies

Meeting demands of clients and candidates

The Customer Established in 2006, Purosearch is a highly effective recruitment consultancy, trusted by thousands of health & social care professionals to provide them with guidance, support, and expertise to take their career to the next level. The Challenge...

read more

Connectivity at Speed for Ozon Solicitors

Expanding their business, Ozon faced a challenge. With their new premises ready to move into at short notice, would they be able to find a telecoms provider who could match their speed? We think you know the answer to that.What was your initial telecoms issue, the...

read more

Get started.

There’s a better way to do business. We bring a unique perspective to the table, share our extensive knowledge and always deliver on our promises.

Book a consultation
Learn aboout us

Our experience.

Worthing Homes’ Digital Transformation Strategy

Read article

Meeting demands of clients and candidates

Read article

IPEX delivers chilled mobile management experience for refrigeration specialists

Read article

48 Hour Turnaround on Telephony System Implementation For EPG

Read article