ARO has partnered with leading housing provider Ongo Homes to deliver a transformative contact centre solution that enhances tenant engagement, streamlines operations, and supports hybrid working.
Faced with outdated, on-premise systems that hindered remote collaboration and service consistency, Ongo sought a modern, cloud-first approach to customer service.
The result was the deployment of Talkdesk, an AI-powered, omni-channel contact centre platform that unified calls, emails, and live chat into a single, GDPR-compliant system. Integrated with Microsoft Teams, Ongo’s CRM, and payment systems, the solution offered seamless communication and robust data protection.
Key features of the new setup included:
- GDPR-compliant call recording and transcription
- High availability and failover for uninterrupted service
- Role-based access control via Microsoft Entra ID
- Custom dashboards for real-time performance reporting
This overhaul enabled Ongo to overcome several operational challenges, including disconnected communication channels, limited reporting capabilities, and compliance risks. The new system provided live insights into service performance, improved collaboration between remote and on-site teams, and allowed for flexible remote working, a crucial capability in today’s housing sector.
The implementation process was smooth and collaborative, with ARO and Talkdesk working closely with Ongo to ensure a comfortable rollout pace and minimal disruption. The result is a future-ready contact centre that not only improves tenant experience but also empowers Ongo’s customer service team with actionable data and scalable tools.
“This project is a great example of how we help customers modernise their operations without disruption,” said Andy Arnold, Head of Solutions at ARO.
“By combining AI-driven technology with a deep understanding of the housing sector’s needs, we delivered a solution that’s not only robust and secure, but also flexible enough to support hybrid working and future growth.”
This case study highlights how AI-driven contact centre technology can significantly enhance service delivery in the housing sector, offering a blueprint for other providers looking to modernise their operations.
Read the full case study here