Folkestone and Hythe District Council is a local government authority committed to serving the community with efficient and reliable services. As part of their services, they offer taxi driver exams to ensure the safety and quality of taxi services in the district.
The Challenge
Folkestone and Hythe District Council faced significant challenges with outdated legacy systems that relied heavily on manual processes. The primary issue was the inefficiency and time-consuming nature of their reporting, which was conducted through Google worksheets. Data was scattered across various sources, requiring manual consolidation that led to delays and inaccuracies. Moreover, the council’s customer service team was overwhelmed by an influx of requests from taxi drivers booking knowledge tests and vehicle inspections.
▹ Outdated Legacy Systems: Reliance on manual, Google worksheet-based reporting created inefficiencies and delays.
▹ Scattered Data Sources: Data was spread across multiple systems, making it difficult to consolidate and analyse efficiently.
▹ Overburdened Customer Service: High demand from taxi drivers for booking tests and inspections overwhelmed the team, resulting in poor customer experiences.
▹ User Frustration: Slow processes and lack of streamlined services led to dissatisfaction among taxi drivers and other service users.
The Solution
Aspire implemented Salesforce Experience Cloud to transform Folkestone and Hythe District Council’s operations. The solution integrated their scattered data into a unified platform, automating manual processes and replacing the Google worksheets. An online booking system was created through Experience Cloud, allowing taxi drivers to schedule knowledge tests and vehicle inspections seamlessly, with automated payment processing. The new system also provided the council with real-time reporting capabilities, ensuring accurate and timely data for decision-making.
▹ Experience Cloud Implementation: Deployed an online portal for taxi drivers to easily book appointments and make payments.
▹ Automation of Customer Interactions: Automated the booking and confirmation process, reducing the workload on customer service teams.
▹ Improved Workflow Management: Enabled better tracking and management of customer service requests through integrated dashboards and reporting tools.
▹ Customisable User Experience: Designed a user-friendly and intuitive interface tailored to the specific needs of taxi drivers, making it easy for them to navigate the system and complete transactions with minimal support.
The Results
The introduction of Salesforce Experience Cloud by Aspire significantly enhanced the operational efficiency of Folkestone and Hythe District Council. The new system streamlined the booking process for taxi drivers, resulting in higher customer satisfaction. The council also experienced a reduction in the time spent managing customer service requests, freeing up resources for other critical tasks.
%
%
%
Reduction in Customer Service Response Time
Increase in User Satisfaction
Improved Workflow Efficiency
WHAT our CUSTOMERS ARE SAYING
Customer Testimonials
“Excellent company to work with from initial conception meeting to to final delivery of the product. Took an agile approach to developing the solution and were able to accommodate changing demands. The team was very approachable and any queries during the testing phase were quickly resolved. At the handover of the project good comprehensive documentation was provided for training and administration purposes.”
“I am providing feedback on a project delivered by Aspire CRM within the Salesforce platform. Engaging with Aspire for this project has proven to be a highly positive experience. The team has demonstrated exceptional skill in actively listening to and comprehending our specific requirements, ensuring that these needs are met with precision and care.”
Check Out Our Latest Blog!
Why You Need Salesforce Commerce Cloud Training
Implementing Salesforce Commerce Cloud is just the beginning of optimising your e-commerce operations. While setting up the platform is a...
Salesforce Nonprofit Cloud for Organisations in the UK and Ireland
Nonprofit organisations in the UK and Ireland constantly seek innovative solutions to manage their operations better, engage donors, and...
What is Salesforce Education Cloud?
UK educational organisations are increasingly seeking new ways to enhance their operations and efficiency and improve student experience...
Contact Us
Do you have enquiries? We provide solutions. Schedule a brief, complimentary meeting to engage with our reliable consultants and explore how we can elevate your Salesforce investment without any financial commitments.
Phone
01332 219027
Address
Denby Hall Business Park, 3 New Winnings Court, Ormonde Drive, Ripley DE5 8LE
Aspire CRM requires the contact information you provide to us in order to reach out to you regarding our products and services. You have the option to unsubscribe from these communications at any time. For details on how to unsubscribe, as well as our privacy practices and dedication to safeguarding your privacy, please review our Privacy Policy.