THE REGENDA GROUP CASE STUDY The Regenda Group builds, manages and maintains homes across North West England, and provides a range of support services for its customers. With around 13,000 properties across the North West, they employ over 600 people across all group sites; Liverpool, Oldham and Fleetwood. CHALLENGES With its large customer base heavily reliant on telephone communication, the Regenda Group asked ONI to help with its contact centre and collaboration challenges. Communication between individuals and teams working in different locations was less than optimal, and unstructured working practices drove inefficiencies and poor productivity. Insufficient resilience in the telephony service resulted in costly downtime, while telephony estate management and support relie

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