We’ve had a phone upgrade: Making Customer Service Smarter and Easier
We all love a phone upgrade, however here at Magenta, that means more than more data and unlimited texts. This upgrade to our phone and customer service systems makes it quicker and easier for you to get the help you need. This is part of our promise to keep customers at the heart of everything we do.
What's New?
Our new phone system works hand-in-hand with our customer database. This means when you call us:
- You can request a call back rather than waiting on hold
- Your details pop up straight away so we know who you are and how we can help faster
- We take notes automatically using smart technology, saving time and reducing errors
Why We Made This Change
Our old phone system was no longer meeting our needs. So, we set out to find something that would truly make life easier for customers calling in and help us deliver the very best service possible.
To make sure we chose the right system; we worked closely with our involved customers through the Magenta Customers and Community Committee (MCCC). This group played a key role in helping us select our preferred supplier as well as to test and review different options.
Sean Yewdale, Chair of the MCCC, said, "The MCCC Committee is passionate about making sure Magenta Living gets things right for customers. As customers ourselves and representatives of the local community, it was fantastic to be involved in the selection and testing process. This hands-on approach meant we could make sure the technology truly works for real people and Magenta colleagues alike."
Working Together for Better Solutions
We've teamed up with Vonage, a leading technology company, to make this happen. By working closely with partners and suppliers, we make sure we get the best solutions and value for money.
"Magenta Living's approach to technology is setting a new standard in housing. Their focus on customers and collaboration makes them a fantastic partner." Luke Butler, Senior Account Executive at Vonage
Magenta Living is proud to be a leader in using technology in housing. We've already introduced things like video remote assistance and AI training for our staff to improve your experience. This new phone system is another step forward.
"This isn't just about new tech - it's about making every conversation count for our customers. By using smart tools responsibly, we can provide a faster, friendlier service and dedicate more time to working closely with customers who need that extra support. Importantly, our customers have been at the heart of this journey from start to finish - from procurement through to testing the new system. Their feedback and ideas have genuinely shaped the end result, ensuring the improvements truly meet their needs." Karen Dooley, Interim Chief Operating Officer
This upgrade is part of a whole host of changes we're putting in place to make our customer's experience better however they choose to contact us. This includes a new customer database system, an improved social media response process and improvements to our website and portal.
If you need to contact us, you can do so in whatever way suits you best:
Email us contactus@magentaliving.co.uk
Follow us and chat on Facebook and Instagram
Phone us on 0808 100 9596
Or visit us in person at Partnership Building, 45 Hamilton Street, Birkenhead CH41 5AA