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.
The Challenge
Durham County Council previously relied solely on email for case management, which posed significant challenges in tracking, organising, and resolving cases efficiently. This outdated method made it difficult to manage the growing volume of cases and to provide timely, responsive services to their community. Recognising these limitations, the Council identified the need for a comprehensive Public Sector CRM solution to streamline their case management process, enhance accessibility, and improve overall customer service delivery.
▹ Inefficient Case Tracking: The reliance on email for case management led to difficulties in tracking and organising cases, resulting in delays and inefficiencies.
▹ Overwhelmed Resources: The increasing volume of cases made it challenging to manage and respond to all requests in a timely manner, stretching the Council’s resources.
▹Lack of Centralisation: Without a centralised system, managing and resolving cases across departments was cumbersome and disjointed.
▹Limited Public Accessibility: The absence of a self-service portal meant that constituents had to rely on traditional communication methods.
The Solution
Aspire implemented a comprehensive solution for Durham County Council by deploying Salesforce Service Cloud and Experience Cloud. The Service Cloud provided a centralised platform for efficient case management, replacing the cumbersome email-based system with a streamlined process for tracking, organising, and resolving cases. The Experience Cloud was utilised to develop a user-friendly self-service portal, empowering constituents to log cases, track progress, and access information independently. Additionally, Aspire integrated Salesforce Scheduler for better appointment management and chatbots to offer instant support for common queries, significantly enhancing both operational efficiency and customer service.
▹ Salesforce Service Cloud Implementation: Streamlined Durham County Council’s case management process with a centralised system, allowing for efficient tracking and resolution of cases.
▹ Salesforce Experience Cloud Implementation: Created a user-friendly self-service portal, enabling constituents to log cases, track their status, and access relevant information easily.
▹ Salesforce Scheduler Integration: Improved appointment management by integrating Salesforce Scheduler, ensuring efficient allocation of resources and timely case resolution.
▹ Chatbots for Instant Support: Implemented chatbots to provide instant support for common queries, improving response times and freeing up human resources for more complex cases.
The Results
The collaboration between Durham County Council and Aspire led to substantial improvements in their case management and customer service capabilities. The implementation of Salesforce Service Cloud drastically improved the efficiency of case handling, resulting in quicker resolutions and better-organised case management. The Experience Cloud’s self-service portal increased accessibility for constituents, allowing them to engage with the Council more easily and effectively. With the addition of Salesforce Scheduler and chatbots, the Council optimised resource allocation, improved appointment management, and enhanced overall customer support, leading to faster response times and a more responsive service.
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%
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Reduction in Case Resolution Time
Increase in Constituent Engagement
Reduction in Manual Workload
WHAT our CUSTOMERS ARE SAYING
Customer Testimonials
“Partner was excellent, very thorough and clear throughout the process. Made us feel valued and made every effort to take the time out to explain things to us in a way we understood. Would highly recommend for any work you require to be carried out on Salesforce. We’ve already got them working on more projects for us and are looking forward to working with them into the future.”
“We used Aspire to assist our company with updating and improving our Salesforce CRM and Marketing platforms.
Everyone in the Aspire team was great to work.
The service we got from them was excellent.
They took their time to understand our needs and challenges. Handholding us through every stage helped ensure we were happy with every new feature and update.
Great 5-star service.”
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