Achieving customer experience excellence with 8x8

28/02/24 Wavenet
Sun setting with atmospheric effect over traditional British houses and tree lined streets. Dramatic, warm lighting creates a homely mood.

Since 2020, overall tenant satisfaction has decreased from 84% to 79%.

Amid growing demand for enhanced customer experience, housing associations are looking for ways to optimise their service offering and boost tenant satisfaction – meeting Service Level Agreements (SLAs), offering diverse communication channels and providing personalised support. However, some organisations are still hamstrung by traditional contact centre and communication tools, which restrict efficiency, cause delays and frustrate the digitally minded tenants of today.

With a comprehensive suite of solutions, 8x8 Cloud communications technology offers an answer.

Embracing omnichannel

Gone are the days of landline telephone calls. These days, tenants want access to communication channels that cater to digital demands, with 24/7 availability and fast response times. However, it can be difficult for housing associations to effectively manage communication across such a wide variety of channels, leading to fragmented tenant interactions and delayed issue resolution.

8x8’s omnichannel communication platform seamlessly integrates various communication channels, including voice, video, chat, and email, for improved efficiency and convenience.

Enhanced accessibility: Not only does 8x8's omnichannel platform enable housing associations to meet tenants’ communication preferences, but it also improves accessibility for those with impairments or disabilities. Solutions such as Intelligent Interactive Voice Response (IIVR) offer customised options and prompts, helping individuals with disabilities to navigate the system easily and quickly get through to the appropriate department or agent – making communication accessible and inclusive.

Cutting-edge features: 8x8 makes use of the latest technology to improve efficiency and tenant satisfaction. With features such as real-time video interactions, housing associations can engage with tenants face-to-face when they can’t be there in person. This enables them to visually assess and diagnose issues remotely, leading to quicker problem resolution as well as enhanced transparency and trust in the resolution process. What’s more, this interactive approach boosts tenant satisfaction by providing a more human touch to remote communication.

Comprehensive communication tracking: With 8x8's omnichannel communication solutions, housing associations can track and manage interactions across various channels in a centralised system. This helps them maintain a complete record of tenant communication – ensuring accountability, facilitating smoother communication management processes and keeping track of past conversations for improved service.

Optimising operations

Operational efficiency is a vital part of delivering exceptional service to tenants. However, navigating operational challenges isn’t always easy. From meeting Service Level Agreements (SLAs) to optimising workforce management and ensuring regulatory compliance, housing associations need innovative solutions to help them streamline processes and achieve service excellence.

Sophisticated analytics tools: 8x8’s suite of reporting and analytics tools are designed to empower housing associations with actionable insights. Using state-of-the-art technology, these tools provide comprehensive visibility into key performance metrics, workforce management and call recordings. With real-time access to critical data, housing associations can identify trends, pinpoint areas of inefficiency, and proactively address operational challenges. What’s more, advanced features such as predictive analytics and trend analysis harness the power of data-driven decision-making, helping housing associations allocate allocation, streamline processes and deliver superior service.

Automation features: With 8x8’s automated scheduling and remote fix capabilities, housing associations can significantly reduce operational costs while enhancing service quality. Not only can they streamline workforce management by automatically assigning tasks and appointments, but they can resolve issues proactively and quickly without the need for on-site visits, leading to improved first-time fix rates and improved tenant satisfaction. Automated compliance checks also help them meet regulatory standards such as GDPR, mitigating compliance risks and improving trust.

The power of personalised support

As housing associations strive to achieve customer experience service excellence through strong tenant relationships, they’re faced with a key challenge: the need to cater to individual requirements whilst optimising operational efficiency. Growing demand, resource constraints and increasing tenant expectations all add to the mix, and housing associations need to strike a balance.

8x8’s solutions are designed with efficiency in mind – driving satisfaction and success at the same time.

Personalised support solutions: With AI-powered insights, housing associations can gain a deeper understanding of tenant needs and preferences. Not only does this allow them to offer tailored assistance, but they can anticipate tenant requirements before they even arise – boosting trust, increasing proactivity and improving relationships. What’s more, with automated scheduling, it’s easier to optimise contact centre staffing, ensuring that the right agents are available at the right time to address tenant enquiries.

Self-service: And, for maximum efficiency, self-service options empower tenants to resolve common issues themselves. This reduces wait times, frees up housing staff and enhances overall satisfaction on both sides. By combining these innovative features, 8x8 equips housing associations with the tools they need to deliver exceptional support experiences, creating stronger tenant relationships and driving operational efficiency.

Want to learn more?

Discover how 8x8 is providing communications for the customer-obsessed – and how they can help you by contacting us  here.

Housing, Omnichannel communication, Automation, Workforce engagement management

Latest blogs

See all posts
ransomware
Top ransomware protection tips for everyone

Secure your personal data We are all personally, ransomware targets, so we're taking the time to offer some top tips, that each and every one of us can follow to protect our personal data from a ransomware attack. Imagine turning on your computer to find a startling message: all your files - family photos, tax documents, everything - are locked. You cannot open a single one. To get them back, a stranger on the internet is demanding hundreds of pounds. This isn’t a scene from a movie; it’s a real and increasingly common threat called ransomware.

Read more
sd-wan
SD-WAN benefits for education: enhance school, college and university networks

Online learning platforms, cloud-based applications, virtual classrooms, and bandwidth-heavy multimedia resources have become essential to modern education. As these demands grow, many institutions are turning to SD‑WAN (Software-Defined Wide Area Networking) to support their digital transformation.

Read more
it in education
Best IT support for schools: enhance education

The right IT support services help schools and colleges operate smoothly, prevent downtime, and enhance the overall learning experience. This guide breaks down the most effective IT solutions for educational institutions and explains how to choose the right IT partner. Why IT support is essential in modern education Schools and colleges depend on technologies such as cloud platforms, WiFi networks, learning management systems (LMS), and safeguarding tools. Without strong IT support, everyday learning can easily be disrupted. High‑quality IT support ensures: Consistent uptime for learning platforms Secure protection for student and staff data Smooth operation of classroom hardware Reliable connectivity across campus A strategic roadmap for future IT improvements Top IT support services for schools and colleges 1. Managed IT support Managed IT support gives schools access to a fully equipped technical team without needing an in‑house department. Typical features include: 24/7 help desk Device and server management Cyber security monitoring Backup and disaster recovery Software updates and patch management This approach reduces costs, increases system reliability, and frees educators to focus on learning—not technical issues. 2. Student technology support Students rely on devices and online platforms every day. Student tech support ensures they can access lessons without interruption. Common services include: Device troubleshooting (laptops, tablets, Chromebooks) Login and password resets Connectivity support Assistance with online learning platforms Safety filtering guidance This support is especially vital in hybrid or remote learning environments. 3. Classroom technology solutions Modern classrooms need fully supported and integrated digital tools. Classroom IT solutions typically include: Interactive whiteboards Projectors and AV systems Classroom management software WiFi optimisation Digital collaboration tools These technologies make lessons more engaging and interactive. 4. Microsoft education support Microsoft remains one of the most widely used platforms in schools. Supporting these tools effectively helps ensure seamless digital learning. Key areas include: Office 365 management Teams for Education Intune device management Azure cloud services Identity and access management 5. Microsoft education training Empower your teaching and facilitate innovative learning for your students with Microsoft education training. Key areas include: Microsoft 365 Education Tools Training Microsoft's Showcase School Programme How to choose the right IT support provider When evaluating IT support services, schools should consider: Budget and funding constraints Current IT infrastructure Scalability needs Security and compliance requirements Provider’s education-sector experience Availability of both remote and on‑site support Choosing a specialist with education experience ensures better safeguarding compliance, user-friendly solutions, and long‑term value. The benefits of outsourcing IT support Practical and operational benefits More schools now outsource IT due to benefits in security, performance, management and cost: Lower long‑term costs Access to specialist expertise Faster response and issue resolution Stronger cyber protection A strategic, future-proof technology plan Learning benefits Technology is enabling and facilitating better learning experiences and outcomes, empowering teachers, increasing pupil engagement and enriching the classroom experience: Personalised learning paths Instant access to learning resources Better collaboration among students Support for SEND and diverse learning needs Preparation for a digital workforce Schools that invest wisely in IT create stronger educational outcomes. The growing demand for IT skills in education As digital transformation accelerates, technology is playing a key role in enhancing learning and schools increasingly require IT professionals skilled in: Networking Cyber security Cloud infrastructure EdTech implementation Support and troubleshooting Online IT certification programmes are helping build the next generation of education‑sector IT specialists. Wavenet: A trusted IT partner for UK schools and the public sector For educational institutions seeking a reliable and experienced IT services provider, We are one of the UK’s leading education technology specialists. With over 30 years of experience delivering designed‑for‑schools solutions, we supports more than 4,000 education establishments nationwide across cloud platforms, cyber security, communications, safeguarding, and network services. We provide ICT services, broadband, WiFi, audio‑visual systems, remote support, and fully managed IT services - all delivered by DBS‑checked staff and supported with clear, transparent SLAs. By partnering with us, schools gain access to expert guidance, best‑practice ICT strategy, robust cybersecurity, and a long‑term technology roadmap - helping them create a connected, secure, and future‑ready educational environment.

Read more
managed security services provider
What is a Managed Security Services Provider (MSSP)?

Managed Security Service Providers (MSSPs) offer outsourced monitoring, management, and protection of an organisation’s security infrastructure. Their services typically include managed threat detection, continuous security monitoring, incident response, and vulnerability management. By partnering with an MSSP, businesses can leverage specialist expertise and advanced technologies to safeguard their digital assets more effectively.

Read more
UK digital infrastructure connectivity
Higher ROI for firms investing in infrastructure

Digital infrastructure is now a national and commercial priority For UK C-suite leaders, the growth conversation has fundamentally shifted. The latest UK infrastructure analysis1. shows that 2026 marks a major shift from policy vision to project delivery, unlocking billions in digital infrastructure, fibre connectivity, grid upgrades, and modernisation programmes. This shift positions digital infrastructure as a core driver of competitiveness, innovation, and long-term business ROI.

Read more