Durham County Council
Durham County Council is a prominent local government authority dedicated to serving its community with effective and efficient services. With a commitment to continuous improvement, the Council sought to enhance its case management process to better serve its constituents. They were in need of an efffective Public Sector CRM solution.
Previously relying solely on email for case management, Durham County Council faced challenges in tracking, organising, and resolving cases efficiently. They recognised the need for a comprehensive Public Sector CRM solution to streamline their case management process and provide a more responsive and accessible service to their community.
To address their case management challenges and improve customer service, Durham County Council partnered with Aspire CRM. The key solutions applied were:
- Salesforce Service Cloud implementation for streamlined case management.
- Salesforce Experience Cloud implementation for user-friendly self-service.
- Integration of Salesforce Scheduler for efficient appointment management.
- Implementation of chatbots for instant customer support.
The collaboration between Durham County Council and Aspire CRM resulted in significant results and positive impacts on their case management and customer service:
- Efficient Case Management: The implementation of Salesforce Service Cloud streamlined Durham County Council’s case management process, allowing for centralised and organised case handling.
- Enhanced Customer Experience: Salesforce Experience Cloud provided constituents with a user-friendly self-service portal, enabling them to log cases and access relevant information conveniently.
- Optimised Resource Allocation: The integration of Salesforce Scheduler improved appointment management, ensuring efficient resource allocation for case resolution.
- Improved Customer Support: The chatbots implementation provided instant support for common queries, improving response times and freeing up support resources for more complex cases.
Speak to one of our experts
If you have any inquiries regarding our range of services or are prepared to embark on a digital transformation journey for your business, don’t hesitate to get in touch with the dedicated team at Aspire CRM. Our expertise transcends industries, encompassing diverse business functions and organisations of various sizes. As one of the most established and trusted partners of Salesforce, we pride ourselves on our flexibility in delivering tailored solutions that perfectly align with the unique needs and preferences of our valued customers.