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1. PERFORM
BETTER
Charter Community Housing Ltd
(CCH) is a not for profit registered
social landlord that provides
quality housing and services to
residents in the community.
Charter was formed from the
Housing Department of Cherwell
District Council following a large
scale voluntary transfer of the
Council’s housing stock in March
2004 and currently manages
around 3500 properties in north
Oxfordshire within the boundaries
of the Cherwell district.
“ Right from the beginning of
the project we were impressed
with Voyager’s attitude.
They took time to listen to us
and work with us to design a
solution that would meet our
needs now and provide the
framework for expansion in
the future.”
Gerry Hodge, Charter’s
Corporate Services Manager
Contact Centre Solution
Charter Community Housing.
Case Study

2. Priding themselves on being customer-focussed,
performance orientated and dedicated to the
people they provide homes and services to.
Charter Community Housing took the strategic
decision to become part of the Sanctuary Housing
Group in August 2007. Sanctuary is a nationwide
housing group which manage over 70,000 homes
across England and Scotland.
PERFORM
BETTER
Voyager Networks and Phoenix Software were chosen
by Charter Community Housing in June 2007 to
provide the IT and Communications systems required
for Charter’s relocation to new purpose built premises
in Adderbury, Oxfordshire.
Charter Drivers for Change
As with most housing stock transfers, CCH needed a
complete IT solution to separate themselves from the
existingcouncilsystemsandcreateastandalonenetwork
at their new officesite.Bydoingso,CCHwerelooking
tobring all of their operational bases onto a single site
with the objective of gaining greater efficiencies and
further improvements in service provision.
CCH were faced with migrating all of their existing IT
systems from their Bodicote office in Banbury to their
new site. The two main objectives of the project for
CCH were to:-
n Move to the new premises with the least
practical disruption to the organisation or
its tenants.
n Provide a flexible, scalable network allowing
Charter to expand and take advantage of
new IT technologies as they grow.
Having recently acquired CCH, an important element
for the Sanctuary Housing Group is to ensure that
service levels and procedures are standardised as they
acquire or merge with other housing associations. As
part of the Charter requirement, it was essential that
the entire network infrastructure and customer service
capabilities improved to ensure their tenants would
have the same, high levels of service that are operated
across the rest of the Sanctuary Group organisation.
Charter Summary of Requirements
Charter required a solution that provided a single
integrated voice and data network for use across the
entire organisation. The new system wouldneedtobe
installedintheirnewcorporate office in Adderbury. As
well as the voice and data requirements, Charter also
required contact centre functionality for 5 customer
service representatives, which has since been
upgraded to 10 seats utilising a dedicated server.
“Rightfromthebeginningoftheprojectwewere
impressedwithVoyager’sattitude.Theytooktimeto
listentousandworkwithustodesignasolutionthat
wouldmeetourneedsnowandprovidetheframework
forexpansioninthefuture.”
Said Gerry Hodge, Charter’s Corporate Services
Manager and Project Manager for this project.

3. Case Study. Charter Community Housing | Contact Centre Solution
Continue
Overleaf >
“The system allows callers to
be directed to the right people
that can help them at the first
point of contact which enables
us to retain our high levels of
customer satisfaction”
comments Gerry.
Voyager designed its solution after consultation with
Charter’s ICT and customer services team andput
forwardaCiscoUnifiedCommunications solution,
with over 100 IP Phone users at their new site in
Adderbury. Voyager provided Charter with the
following components:-
n Cisco Local Area Network supporting 144 Users
n Cisco CallManager supporting over 100
Cisco IP Phones
n Cisco Unity Connection for voicemail
n 5 seat Cisco contact centre initially, recently
increased to 10 Seats
n Internet access and security
n Installation of PSTN connection to BT
n Installation of Windows 2003 & Citrix system
(Phoenix Software)
n Support and maintenance
n End user training
As part of the contact centre solution, customer service
representative now use the Cisco Agent Desktop
application to perform the customer interaction function.
Charter’s customer service representatives can now log
in, handle all calls presented to them, and perform all
contact center functions using this interface.
Having previously been involved with a number of other
housing stock transfer projects, Voyager outlined the
experience and expertise they had in delivering similar
solutions and were able to work alongside Charter to
design the best solution for them and their customers.
Gerry comments further “AlloftheVoyager
representativesthatwedealtwithtookprideintheir
workandtheirwasacleardesiretoensurethatthe
solutiontheychoseforuswastherightoneandthatit
wouldbedeliveredontimeandtobudget.Evenwhen
thingsgotverytechnical,theytooktimetoexplainina
languagethatweunderstood!”
The project was managed using the Prince II
methodology and Voyager took complete ownership
of all third parities, allowing Charter’s ICT team to
concentrate on other aspects of their business, safe in
the knowledge Voyager were delivering this project.
“Theimplementationwascompletedontimeandina
professionalmanner–therightdegreeofhandholding
andsupportwasalwaysavailable”commented Avril
Burrows – Charter’s Customer Service Manager.
“Throughouttheproject,VoyagerandPhoenixmet
regularlywithustomonitorandreportonprogressand
workthroughanyissuesthatarose–atallstagesofthe
projectweknewexactlywherewewereat, whichinturn
allowedaccuratebudgetmonitoringandinternal
reportingtotheManagementBoard”.Said Gerry
Case Study | Contact Centre Solution
Charter Community Housing.

4. 0870 170 9700
www.voyager.net.uk
Case Study | Contact Centre Solution
Charter Community Housing
Voyager Networks Limited
Voyager House, Sir William Lyons Road, University of Warwick Science Park, Coventry, CV4 7EZ.
Phone: 0870 170 9700 Fax: 0870 170 9749 Email: info@voyager.net.uk W: www.voyager.net.uk
© Voyager Networks Limited.
This document is the Intellectual Property of Voyager Networks Limited. Its contents should not be reproduced in whole or in part without the prior permission of Voyager.
Copyright © 2006 Cisco Systems, Inc. All rights reserved. Cisco, Cisco IOS, Cisco Systems, and the Cisco Systems logo are registered trademarks or trademarks of
Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.
VOY|109366|APR‘08
Key Benefits of Voyager’s Solution
In many ways, the solution provided by Voyager
and Phoenix Software supports Charter’s values of
customer focus, quality service and dedication to
thepeopletheyserve.Fromatechnologyperspective,
Charter were looking to improve their network
performance and to create a more secure and stable
platform from whichtogrowtheirorganisationonand
improve their service provision. The new solution now
means Charter’s customer transactions can be dealt
with quickly and effectively ensuring they achieve
their Key Performance targets for customer
service delivery.
Gerry comments “We now have the capacity and
ability to monitor and report on all aspects of a
customer’s front end experience when they contact
us. We can now accurately tell when our peak call
times are, the amount of call traffic, how long callers
have been waiting etc. All of this information we were
unable to access before and now this allows us to
review our service and pin-point areas where
enhancements to the service can be made”
“Internal configuration changes to the system are
easy and cost free to implement – no more calling
an engineer and waiting for hours – just unplug the
phone and move it!”
Avril comments further.
By contacting staff in a single working environment
and giving them easier access to information, they
can provide more accurate information faster to their
tenantsaboutpayments,repairsorgeneralinformation
about their homes. The following outlines some of
the capabilities that Charter now has:-
n Being able to call other locations as if they
are extension numbers
n Automatically updated directories accessible
from a handset
n Ability to hold conference calls easily with
remote staff
n Calls are answered quickly at a central
location and callers directed to the best
person to deal with their call first time
n Home and remote workers can operate as
though they are office based.
This will allow Charter’s ICT team to administer
the entire network more simply than the previous
solution through the deployment of a complete
Cisco solution.
“The solution that Voyager have provided has
enabled us to implement our Customer Service
Strategy introducing a system that allows callers
to be directed to our technical repairs hub or our
customer service centre for all general housing
management queries. The system allows callers to be
directed to the right people that can help them at the
first point of contact which enables us to retain our
high levels of customer satisfaction”
comments Gerry.
Voyager Networks is one of the most established,
experienced and dynamic network integrators and is a
leader in the provision of integrated voice, video and data
networks services to large public and private organisations.
In partnership with its clients, Voyager has been delivering
innovative solutions since 1993. These include LAN and
WAN infrastructure, WAN and Internet connectivity,
convergence, security, network management,
maintenance and support services.
Voyager Networks is an entirely self resourced and supported
networking company with specialist facilities including
its own Network Operations Centre (NOC). Voyager offers
a comprehensive portfolio of service products designed
to complement the customers own skills and deliver a
complete High Performance Network Solution. Voyager’s
extensive in-house engineering capability underpins a
broad range of on-site and off-site maintenance services.
This enables Voyager to tailor any support solution to suit
the particular customer’s requirements.
Voyager has implemented a variety of solutions, many of which are
pioneering in their sector. For more information on these projects please
visit our website www.voyager.net.uk to view our latest case studies or
call us on 0870 170 9700 to discuss your requirements.
“Helping organisations grow,
reduce cost and improve staff
productivity through advanced
communications technology”
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Voyager Networks helps organisations achieve growth,
operational cost reduction and increased staff productivity
through advanced communications technologies.
Voyager Networks has been
delivering end-to-end ICT
solutions to the social housing
sector for over 6 years, for more
information on other housing
sector solutions please refer
to our website.