Enhanced customer journeys with low-code powered customer insights
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.
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. 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.
Deploying Citizen Hub, they gained the integrated tools and a responsive CRM system. This would enable the team to save time and money, fixing the problems which cause delays, by delivering solutions quickly across multiple council service areas.
“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 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 Liberty Create they can be more productive.”
Amy Wilton
Head of Information and Customer Solutions, Sevenoaks District Council
Using Citizen Hub and Liberty 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.
As they fully migrate to Liberty Create as their CRM, a 12-month roadmap keeps the team focused. Work is underway to ensure full integration of Liberty Create with Liberty Converse, giving the customer service team the ability to offer an end-to-end customer experience.
As more digital forms are offered through Liberty 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.
94%
more online forms
£5.1m
processed in payments online in under 2 years
69,422
cases completed in under 2 years
Enhance your customer journeys with low-code powered insights
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Delivering case management efficiency and streamlined service delivery of welfare rights, through digital autonomy.
The council wanted a way to easily enable service teams to develop and maintain their own forms and apps, with no development experience and very little training – they decided to use low-code to build a no-code form builder app, called Form Builder.