A UK Local Government authority faced increasing pressure to improve customer service for its 300,000 residents. The existing system was fragmented, with inquiries handled through disconnected channels—phone, email, and in-person visits across multiple departments. 

This lack of centralisation caused slow response times, duplicate efforts, and inconsistent service standards. Technological limitations, such as legacy systems that couldn’t support modern communication channels, and budgetary constraints added further challenges to the authority’s ambition to deliver seamless, accessible services.

We worked with the authority through a multi-phase approach to design and implement a multi-channel customer contact centre. We began with a thorough needs assessment, gathering feedback from residents and businesses, conducting workshops with key departments, and auditing the authority’s IT infrastructure.

The chosen solution was a bespoke CRM system that integrated all communication channels—including phone, email, web chat, social media, and a self-service portal—into one unified platform. The CRM system enabled centralised customer data management, real-time inquiry tracking, and detailed reporting capabilities.

We also redesigned the authority’s customer service processes, creating a single point of contact for all inquiries and a unified ticketing system to route requests efficiently. We trained staff to handle inquiries across multiple channels and departments, ensuring faster response times and consistency in service quality. Comprehensive staff training on the new CRM system and customer service best practices were key components of the project.

The implementation of the multi-channel contact centre resulted in significant improvements for the authority. Customer engagement increased by 30%, and response times were cut by 50%, particularly with web chat and social media inquiries handled in real-time. Customer satisfaction soared, with a 75% improvement, as residents and businesses enjoyed faster, more accessible service.

The centralised system allowed for better data management, providing the authority with valuable insights into service performance and areas for improvement. Operational costs were reduced through process efficiencies, and staff morale improved as they could handle inquiries more effectively, supported by a modern, streamlined system. Furthermore, the authority is now equipped to scale services to meet future demand.