Case Study: Cottsway Housing improves tenant communications with Exponential-e

Cottsway Housing - Customer Case Study

Cottsway Housing, a housing association supporting more than 10,000 tenants across West Oxfordshire, Gloucestershire, Wiltshire and Worcestershire, was struggling with a legacy on-site PBX phone system, difficult Microsoft Teams management, and limited visibility across communications. These issues created a single point of failure and made it hard to gain actionable analytics or maintain consistent service for tenants.

Exponential-e designed and delivered a new communications ecosystem using Microsoft Teams Direct Routing and resilient SIP trunking for external calls, alongside its Contact Centre solution for reporting, monitoring, and call recording. Exponential-e’s platform consolidated communications into one system, improved call quality and collaboration, enabled a smooth shift to remote working during COVID-19, and helped improve customer satisfaction, with Cottsway noting faster responses and better staff performance.

Cottsway Housing

Rachael Higgins

Customer Service Manager