Digital system now ready to meet customer demands
AN ORGANISATION which provides housing, training and charitable support has undergone a digital transformation to help meet the ever-changing demand of its customers. Newcastle-based we are aspire – which began the transformational project before lockdown – has moved all of its systems and servers to the cloud, implemented video-call technology and upgraded its customer databases.
It is now in the process of putting together a cloudbased telephony solution which will allow all call centre colleagues to work from home.
Grant Sharman, Group Director of Information and 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.”