- Multi-Channel Support
- Phone, web, and self-service options designed to maximize accessibility and satisfaction
- Smart Service Management
- Automated call distribution, CRM integration, and knowledge base-driven resolutions
- Continuous Improvement
- Monitoring key metrics (FCR, call abandonment, response time) to drive efficiency and customer satisfaction
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Delivering Mission Critical Customer Support for HUD’s Technical Assistance Center
Through our joint venture, iCUBE-IT JV, we partnered with the U.S. Department of Housing and Urban Development (HUD), Office of Public and Indian Housing (PIH), Real Estate Assessment Center (REAC) to operate the Technical Assistance Center (TAC) — HUD’s enterprise help desk supporting more than 150,000 mission critical service requests annually.
The TAC is a vital resource for HUD stakeholders, including housing authorities, property managers, and program offices, who depend on timely, accurate support to manage over $50 billion in program dollars.
Through our joint venture operations, we streamlined service request handling, reducing costs by more than 15% and delivered:
✓ Multi Channel Support: Delivered customer service across phone, email, web, and self service portals using Salesforce CRM integrated with Avaya automated call distribution.
✓ Knowledge Base Management: Developed and maintained a robust knowledgebase, enabling first contact resolution rates above 95% and reducing escalations.
✓ Operational Excellence: Supported over 85,000 internal and external stakeholders with extended hours of operation (7:00 AM – 8:30 PM ET), ensuring uninterrupted service.
✓ Continuous Improvement: Enhanced reporting and dashboards, providing HUD leadership with actionable insights into service request trends and performance metrics.
✓ Quality Results: Achieved consistently high customer satisfaction ratings (95%+), reduced abandonment rates (<5%), and improved SLA compliance while lowering costs.
This success story demonstrates how our operational excellence in customer support strengthens HUD’s mission to ensure safe, affordable housing by providing stakeholders with reliable, responsive, and high quality assistance.
Client Testimonial
“iCUBE IT JV has delivered quality services for the PIH REAC Technical Assistance Center program. Their knowledge and experience have resulted in significant improvements in SLA metrics and reduced costs. Deliverables were consistently submitted on time or ahead of schedule, and the team demonstrated professionalism, responsiveness, and a strong commitment to stakeholder needs.”
