Case Study: Abri achieves higher customer satisfaction and faster support with 8x8

With 8x8, Abri is set up to grow and deliver CX excellence

Abri, one of the UK’s largest housing associations, needed a more reliable, scalable communications platform to support rapid growth and improve contact centre performance, customer experience, and staff satisfaction. Its outdated system was unstable and hard to manage, and Abri turned to 8x8, using tools including 8x8 Work, 8x8 Contact Center, and 8x8 Voice for Microsoft Teams.

8x8 implemented a cloud-based, integrated CX platform with analytics, AI-assisted summaries, housing-system integrations, and video support for repairs, giving agents a unified view and faster workflows. The results were strong: customer satisfaction rose from 60% to 92%, average wait times dropped by 50%, call answer rates increased from 72% to 92%, and employee satisfaction improved by 37%.

Abri

Tom Ramadan

Head of Customer Contact