Using innovative digital tools to deliver frontline services
As Covid drove a surge in customer demand, Blackburn with Darwen Borough Council had to rapidly adjust their customer experience approach. To deliver more online services, they needed to harness the full power of Liberty Converse, our omnichannel contact centre, to reduce pressure on staff and enhance customer experience — with no additional resources.
Blackburn needed to move to delivering more online services, while making the most of their existing Liberty Converse features to pinpoint areas of customer friction, and make changes to enhance the customer experience and reduce pressure on staff.
“It’s gone down really well. 99% of the feedback is extremely positive because we can call them back within a couple of hours, so our customers are very happy.”
Ross McQueen
Customer Services Manager, Blackburn with Darwen Borough Council
78%
web-assisted
24/7
service
99%
happy customers
“This is something other authorities will need to do. Customers just want an answer. They don’t want to be read a script. We route their calls directly to the department and provide a comfort message. This makes sense because our team are professionals, not just call centre agents. However, you still need discipline on how well a call is handled – how soon it is answered, and the nature of the call – and the system allows us to manage this.”
Ross McQueen
Customer Services Manager, Blackburn with Darwen Borough Council
In future, Blackburn with Darwen will gather more feedback from residents to provide input into their service design. Their Liberty platform has allowed them to handle greater volumes of calls and also focus on exactly what customers are asking for.
With a powerful fusion of self-service automation and human interaction while empowering your teams with the essential tools for exceptional service
The councils wanted to remove departmental silos and enable an agile workforce to work from anywhere. To effectively automate services and prioritise workloads, they needed a single integrated platform to host all customer requests, perform complex case management and operate workflows.
East Dunbartonshire Council had an ambitious digital plan and an objective to streamline contact points for both residents and staff