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
“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.