Aspire invests in digital future
we are aspire has invested in digital future to meet customer and colleague needs in a changing work environment.
Aspire Housing, PM Training, and Realise Charity has undergone a rapid digital transformation in the past 12 months, with lockdown accelerating the process since March.
The transformation project has included:
- Moving all systems and servers to the cloud.
- Implementing videocall technology.
- Investing in customer database upgrades.
- Putting together a cloud-based telephony solution in just two weeks.
These processes have allowed all call centre colleagues to work from home to help ensure their safety during Covid-19.
Grant Sharman, Group Director of Information & Innovation at Aspire Housing, said
“We’ve undergone a large-scale change programme over the last 12 months to enable our workforce to be agile and to migrate all our services to the cloud. Whilst this was already planned and underway as a longer-term transition, the project was rapidly accelerated in March when it became apparent that Covid was about to cause a major culture change in the way we work.
“We made it a priority to reduce unnecessary risk to our colleagues and customers, so through remote collaborative working between all parties involved, we managed to turn the solution around in a time that was originally an unthinkable task.
“We have since driven changes not only in line with our original plans, but above and beyond these to a point where we’re now ahead of the curve in terms of digital technology. Our new systems give our colleagues more flexibility and capability to meet the needs of our customers and learners. We can work better than before; carrying out tasks faster and more easily, which will help us continue to put people at the heart of everything we do.”
One Consulting Partnership Limited assisted with the specification, procurement, selection and implementation of new systems and services, whilst helping Aspire to achieve its strategic plans.
Stephen Repton, One Consulting Managing Director, added:
“This was a complex programme of work bringing many commercial and technical benefits, allowing Aspire to transform how it delivers services to its customers. This will make it easier for staff to carry out their duties, thus enabling a cultural change and a more efficient organisation. Importantly it will help Aspire to continue to improve the services that it provides to customers long into the future and remain a well governed and viable organisation.”
Paul Malkin, Head of Customer Service at Aspire, said:
“It’s made a huge difference to the way our customer contact centre is able to work. Not only can we all now take calls from customers in the comfort and safety of our own homes, but we have tools at our disposal that create a better experience for all involved. We can guide the customer journey from beginning to end, we can see colleague availability at a glance, and we can open new digital avenues for customers to get in touch more easily in a way that suits them.
“With Aspire’s new digital services, whether customers choose to contact us via social media, our live web chat and online forms, or by telephone, we can more effectively respond to customers’ enquiries.”