Abri relied on 8×8 for customer communications, but without integration into Capita OH, agents were flying blind, unable to see vital housing data when it mattered most.
The lack of integration meant that customer service agents couldn’t see a tenant’s full contact history. Each channel, whether a phone call or a web chat, was siloed, making it difficult to deliver consistent, informed support. This not only slowed down response times but also impacted the overall customer experience.
To solve this, Abri partnered with Manifest Software Solutions (MSS), experts in housing system integration. Using their Universal Adapter, MSS connected 8×8 with Capita OH, enabling real-time ‘screen pops’ that display customer details the moment a call or message comes in. Now, agents can instantly identify who’s contacting them and access a unified history of all interactions, regardless of the channel.
“Manifest Software Solutions helped us unify our communications. Their integration of 8×8 with OpenHousing gives our agents instant access to customer details and a complete contact history—across all channels.
It’s faster, smarter service, powered by a flexible, future-ready solution.”
Faster Call Handling:
Agents now instantly view caller details, speeding up response time and improving professionalism.
Customer Records:
Contacts and cases are synchronised between 8×8 and Capita OH, giving staff a complete customer history.
Cross-Channel Consistency:
Email, SMS, calls, and web chat all feed into a central contact record, eliminating silos.
Future-Proof Configuration:
A flexible, testable integration environment supports ongoing optimisation and innovation.
The results were immediate. Call handling became faster and more professional.
Every interaction – whether by phone, email, SMS, or chat -feeds into a central record, giving staff a complete view of the customer journey. This cross-channel consistency has eliminated data silos and improved operational efficiency.
What’s more, the integration was built with flexibility in mind. MSS and Abri used a test-driven approach, experimenting with different configurations to find the best fit. The result is a future-proof setup that can evolve with Abri’s needs, supporting ongoing innovation and service excellence.
Today, Abri’s customer service team is more connected, responsive, and informed than ever before.
With Manifest’s help, they’ve turned a fragmented communications setup into a streamlined, intelligent system that puts the customer first.
Passionate – Dedicated – Professional
