Trident Housing

Trident has almost 50 years’ tradition of delivering homes, services and innovation to 6,000 people in 3,100 homes in some of the most disadvantaged communities in the Midlands, UK. It works with a wide range of partners within both the public and private sector offering a high degree of flexibility to ensure it delivers the most appropriate service to its stakeholders. Trident’s vision is to be a modern social business providing housing, care, support and community services, and aims to grow its business through continuous improvement in services and homes based on feedback from customers. It also aspires to develop new services to meet emerging and diverse needs, minimise exclusion and support sustainable communities. 

“We were very impressed with the ShoreTel system demonstration, which also was attended by our employees and customers. The ShoreTel team displayed extraordinary willingness to help, and enthusiasm for understanding all our requirements, which was also important to us." 

— Edward Reed, Head of IT, Trident Housing Association

After upgrading its IP-ready network, Trident was looking to improve customer service through integration of its telephony system with its customer relationship management (CRM) system. Customised call management and reporting, supported by a scalable and reliable infrastructure were also key requirements.

“ShoreTel Call Manager enables staff to track messages more easily, again contributing to shorter response time and improved customer service. Managers can listen in live to phone calls and monitor user performance, which they were unable to do with the previous system.”

— Edward Reed, Head of IT, Trident Housing Association

A ShoreTel Unified Communications (UC) system with 150 ShoreTel IP Phones plus ShoreTel Enterprise Contact Center and ShoreTel Converged Conferencing solutions.

• The integration of the telephony system with their CRM system has reduced the time taken per call, thereby increasing efficiency of customer advisors. 
• Trident Housing managers can now monitor and report on the calls in a customised and automated manner, enabling more efficient account management. 
• Calls are now transferred quickly and appropriately from the Head Office Telephonist to the relevant customer advisor. 
• ShoreTel’s distributed architecture is inherently reliable, scalable and offers great value.

"For the first time in our history, we now have a single corporate directory on handsets, instead of sensitive personal data lying around on paper which was the case before." 

— Edward Reed, Head of IT, Trident Housing Association