Thrive Homes select GCI to revolutionise their customer experience and deliver agile working

Converged ICT Services Provider GCI has won a substantial contract to support Thrive Homes’ agile working and transformation of the customer experience. Headquartered in Hemel Hempstead, Thrive has a portfolio of around 5,000 homes supported by over 70 remote and office based staff as well as 25 field-based operativesho work across Hertfordshire, Buckinghamshire and Bedfordshire.

A company which had already gained nationwide recognition for its dedication to customer service, Thrive outlined the need to keep pace with the changing preferences of the modern customer. They expressed a need to deliver more digital services to provide an omni-channel experience for their customers, as well as offering employees the ability to work remotely whilst ensuring that data was secure.

GCI will implement Skype for Business and GCI’s Cloud Contact Centre, which will enable seamless communication and collaboration between teams, open new channels of communication for customers, improve the quality of existing channels andnsure the highest levels of service across every channel through real-time, automated and historic reporting. GCI will also provide their tailored Skype for Business e-learning and analytics tools – UCversity and UC Analytics – to deliver flexible learning for Thrive’s staff via videos, online training courses and more, as well as providing comprehensive reporting on call quality, employee productivity and ROI.

John Stenton, IT Manager at Thrive Homes, said: “Finding a partner who understood the important role digital communication plays in enabling Thrive to provide secure, affordable housing in an efficient, modern way, was critical. GCI demonstrated this ability throughout the tender process by providing a solution that would allow us to offer new channels of communication to our customers, empower our employees to work remotely and improve service delivery.”

Simon Wilkinson, Public Sector Lead at GCI, added: “Thrive is a people-centric organisation whose key focus is providing much needed, good quality affordable homes across the northern Home Counties. We look forward to partnering with Thrive to implement these Gartner-recognised technologies, which will see more personalised, digital services delivered to its employees and customers.”


Linda Lowe: 01202 660 660 |


GCI is one of the UK’s leading Converged ICT Service Providers, with offices across the country from Poole on the South Coast to Glasgow. It provides a suite of managed services designed around five integrated technology pillars: Full IT Support, Unified Communications, Cloud, Security & Compliance and Network & Infrastructure.

GCI’s services and solutions are all about influencing positive business outcomes. They are designed to address customer challenges and support organisations on their journey through digital transformation to digital business. GCI provides a consultative service backed by more than 225 technical staff from its 500-strong workforce. Alongside its suite of end-to-end managed services, GCI also aspires to be synonymous with best-in-class Skype for Business Solutions, Contact Centre Solutions and Managed Services.

GCI is ISO 9001, 14001, 20000 and 27001 certified, and has multiple Silver, Gold and Platinum certifications including 8 Gold certifications for Microsoft alone. It is one of a handful of providers to manage its own Level-1 certified PCI DSS platform and is on 9 of 11 Public Sector Frameworks (RM1045).


Thrive Homes is an award-winning Housing Association with a strong track record and ambitious plans for the future. It owns and manages around 5,000 rented and leasehold properties across Hertfordshire, Buckinghamshire and Bedfordshire, and prides itself on providing good-quality, affordable homes and services, enabling the development of communities where people enjoy living.

A “leading light” in Housing Innovation, and previously best in Public Sector in the “Top 50 Companies for Customer Service” ​, Thrive was ranked no. 73 in the national Best Companies listing for not-for-profit organisations in 2018.