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Nationwide wanted to resolve a common problem in today’s growing digital-first era: how to engage members during maintenance to its online services and proactively provide regular updates to maintain a positive overall customer experience.
East Dunbartonshire Council had an ambitious digital plan and an objective to streamline contact points for both residents and staff
The BBC Studios team needed to deliver multiple projects which meant they needed to be able to quickly add and configure new contact queues, using a centralised ACD (Automated call distributor) platform enabling them to operate within tight timescales.
Frustrated with relying on external resources for technical developments on tasks which they didn’t deem to be particularly challenging, with results slower and not always in line with their requirements, HTB felt they could build and manage the systems they needed better themselves.
