Driving digital service efficiency

Enhanced customer journeys with low-code powered customer insights

Sevenoaks District Council

The challenge

Sevenoaks District Council is one of the UK’s 2% best-performing district councils, serving a largely rural area in west Kent.

Working hard to deliver quality customer citizen services, Sevenoaks needed a solution to better support their proactive omnichannel customer service strategy. With a focus on managing rising inbound volumes, their goal was to promote more self-service to improve the customer experience and ease pressure on existing resources.

Improve customer journey

To enhance the customer experience, the team needed to integrate customer contact channels for better stats and insight, and to move away from disconnected data within their existing CRM system.

Manage legacy issues

By replacing their standalone forms system and migrating away from their existing CRM, the team wanted to ease their reliance on IT to deliver solutions quickly by focusing on problem-solving skill sets.

Remove unnecessary delays

With the right integrated tools and a responsive CRM system in place, the team could save time and money associated with delays caused by fixing problems to deliver solutions quickly across multiple council service areas.

Sevenoaks District Council

“What low-code has given us is the ability to not be reliant on pure IT development, enabling us to drive simple digital transformation, alongside more complex transformations.”

Amy Wilton

Head of Information and Customer Solutions, Sevenoaks District Council

The solution

The result

  • Automated email management
  • 40% rise in online form offering
  • Less phone calls
  • 56% of call cases now processed online
  • Shift in customer behaviour
  • £522,747 processed in payments online via create in 6 months
  • 8,539 cases processed in 6 months
  • Development team more confident

Tips & lessons learned

  • Embrace the culture shift through ongoing communication
  • Promote active customer contact
  • Use monitoring and reporting to identify quick digital wins
  • Use low-code to complement IT skills
Sevenoaks District Council

“The team is finding their job easier because they’ve got a better view of the customer. It’s quicker, it’s slicker, and they can do what they need to do. By using Create they can be more productive.”

Amy Wilton

Head of Information and Customer Solutions, Sevenoaks District Council

Liberty Create drives digital transformation from within

Through Create, processes are being streamlined from within. The team is able to build and test solutions quickly, and customer insights are helping prioritise projects, based on real-time data and contact requirements, to deliver immediate wins. The use of online forms has risen rapidly to drive a shift towards more digital behaviour.

What’s next

As they fully migrate to Create as their CRM, a 12-month roadmap keeps the team focused. Work is underway to ensure full integration of Liberty Create with Converse, giving the customer service team the ability to offer an end-to-end customer experience.

As more digital forms are offered through Create, they expect phone volumes to come down. To complement online payments, work is underway to offer direct debit renewals.

The team is also looking to expand forms to support departments like Revenues and Benefits, while building apps to support field staff with real-time updates on mobile devices e.g., waste service crews.

Impact

40%

more online forms

£522,747

Processed in payments online in 6 months

8,539

cases processed in 6 months

Achieve efficiency

Enhance your customer journeys with low-code powered insights

More case studies

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