Case Study: Platform Housing Group achieves unified, agile customer and employee engagement with 8x8

Newly-merged housing group elevates employee & customer engagement

Platform Housing Group, one of the largest housing associations in the UK Midlands with over 45,000 homes and 120,000 customers, faced a communications “nightmare” after a merger left it managing 20+ on-premise servers, SIP/ISDN lines and multiple vendor systems. The Group needed a single, highly available cloud platform that integrated with Microsoft Dynamics 365 and supported an agile, largely remote workforce.

By adopting 8x8’s eXperience Communications Platform and CPaaS, Platform Housing consolidated its systems, replacing 20+ servers and onboarding 900 users in three weeks. The move cut hardware costs by about £50,000 a year, drove near-zero phone bills, enabled secure payments and rapid IVR updates, and introduced augmented video triage that solved 39% of repairs remotely—improving customer service and resilience during incidents like local floods.

Platform Housing Group

Jon Cocker

Chief Information Officer