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Incom Helps Teign Housing Enhance Tenant Services

Housing association Teign Housing has deployed a ShoreTel communications system from Incom-CNS as part of a strategic business plan to significantly improve the customer service experience. Comprising ShoreTel Unified Communications (UC) platform and ShoreTel Enterprise Contact Centre (ECC), the solution enables the social landlord to move closer towards the integration of all critical business applications to achieve a 360-degree view of tenants’ interactions.

Teign Housing manages over 3,600 homes across South Devon from Dartmoor National Park to Newton Abbot, Teignmouth and Dawlish. Capable of seamless integration with Teign’s existing housing management and rent payment system, the ShoreTel solution delivers simplified call management, automated reporting and 99.99999 per cent availability for exceptional operational continuity. As a result of efficiency savings, the total cost of ownership is significantly lower, aiding Teign’s compliance with the Homes and Communities Agency’s Value for Money (VfM) standard.

The deployment supports Teign’s staff based in their headquarters, users at their shop and a number of mobile workers. The contact centre benefits from comprehensive contact centre management, call reporting and internal call distribution. In addition, the solution allows tenants to respond to service surveys by their preferred communication channel, enabling the social landlord to facilitate digital inclusion and accurately measure their performance.

Karen Johnson, Head of Customer and Corporate Services at Teign Housing, comments, “It was clear from the start that Incom-CNS approach was different. They invested a considerable amount of time building up a complete picture of our requirements – they went above and beyond to ensure we had a solution that would not only meet our current requirements, but was also future-proofed. This meticulous approach gave us complete confidence that the ShoreTel solution would be fit for purpose now and into the future.”

Johnson concludes, “The deployment has been a complete success and our tenants are reaping the benefits that integration has delivered. The solution is key towards us achieving our digital inclusion strategy and will bring about efficiencies in customer transaction processing. We are extremely happy with Incom and would not hesitate to recommend them to other housing providers.”

Find out more about Incom-CNS housing solutions here.

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Manchester University NHS Foundation Trust

The Trust has a long-standing relationship with Incom-CNS and considers them an important partner. The Mitel solution has delivered the increased resilience required for our critical services.

Premier Holidays

The Mitel solution from Incom-CNS has helped us to save money, improve our flexibility to manage seasonal demands, increase our efficiencies and deliver exceptional customer service.

The Range Superstores

Our customers can speak to the right person, first time, and this level of service sets us apart from the competition. In Incom-CNS and Mitel we have the perfect partnership.

Harley Medical Group

Throughout our relationship, I have found Incom-CNS to be very helpful and professional. I would not hesitate to recommend Incom-CNS to other companies.

Stafford and Rural Homes

The Mitel system from Incom-CNS will pay for itself in two years through significantly reduced management costs and savings on our telephone bill in the order of 20%.

Nine St John Street Chambers

We have worked with Incom-CNS for twenty years and trust their advice and technical capabilities. The Mitel platform is a reliable solution that meets our current and future requirements.

Ison Harrison Solicitors

Put simply, the Mitel Unified Communications solution deployed by Incom-CNS delivers less complexity, ease of use and a much lower total cost of ownership to Ison Harrison.

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