Resources: Get Insights on Automation, Apps and CX

The UK’s most recommended bed retailer, Dreams, set out on a journey to replace its customer engagement platform with a single integrated solution, aiming to deliver a seamless experience across all service channels and elevate customer experience even further.

Northumbrian Water wanted to explore if low-code could help them deliver a payment application solution quickly and see how much volume could they redirect from their call centre.

Ashfield District Council’s digital transformation team aspires to make every service available to residents online. Serving four distinct community areas, they’re an ambitious and enterprising council with a clear vision.

University Hospitals Birmingham NHS Foundation Trust joined with Heart of England NHS Foundation Trust – they now had multiple legacy IT and telephony systems that were heavy on resource support and with high annual costs, and most were held on-premise.

The hospital wanted to expand their use of RPA and they looked at dispensing prescription medication. It’s vital that patients are given the correct medication, especially those with severe allergies.

The Trust was chosen to be a Phase 2 trial site for the LAMP test – the trial was starting in literally a few weeks. They knew about low-code and how is it used to build apps ten times as fast as usual – could they build a new solution in time for the trial?

The Lean Improvement Team are tasked with up-skilling and empowering employees to consistently achieve better business results. As 60% of their time was spent administering the process and arranging assessment appointments, they needed a more efficient, effective way to collaborate with teams across the organisation.

The Patient Administration System was being updated to give more flexibility to meet patient and staff needs, but the Trust wanted to enable more ways for patients to engage digitally with clinical services – and their contact centre solution was reaching capacity.

Like other district councils, there was a hesitancy around moving to online services, but this digital team is helping the council grow its confidence. Their goal is to use customer intelligence to drive digital engagement and grow its digital relationship with residents.