Tandridge District Council is a local government authority in Surrey, England, responsible for delivering essential services to the residents and businesses within the district. The council manages a wide range of functions, including waste collection, planning and development, housing services, and community support.
The Challenge
Tandridge District Council faced escalating costs associated with their customer services telephony due to the absence of a self-service mechanism for residents. This lack of a centralised portal led to a surge in customer service inquiries, necessitating the continuous addition of staff to manage the increasing volume of calls. Although they were existing Salesforce users with Service Cloud and various integrations, they lacked a unified portal where residents could efficiently access services, leading to inefficiencies and a high reliance on manual customer service processes.
▹ High Telephony Costs: Rising costs due to the reliance on customer service phone lines, driven by the absence of self-service options.
▹ Lack of Self-Service Mechanism: Without a self-service portal, residents had to rely on customer service representatives for even basic inquiries, contributing to high call volumes.
▹ Increased Staffing Needs: The growing number of calls required the Council to continuously add more staff to handle the volume, straining resources.
▹ Disjointed Service Access: Despite using Salesforce Service Cloud, there was no centralised portal for residents, leading to fragmented access to council services and information.
The Solution
Aspire CRM implemented a centralised customer portal, allowing residents to manage enquiries, log issues, and order services, significantly integrating existing systems like Whitespace. Additionally, a chatbot was introduced for quick query resolution, with live chat support and automatic case creation. System integrations were enhanced, linking the revenues and benefits platform with Salesforce, while digital engagement was boosted through SMS reminders and seamless system integration via MuleSoft.
▹ Customer Portal Implementation: Created a centralised portal for residents to manage inquiries and services, integrating with existing systems like Whitespace.
▹ Chatbot Integration: Deployed a chatbot for quick query resolution, with live chat support and automatic case creation for unresolved issues.
▹ System Integrations: Linked revenues and benefits platform with Salesforce, enabling single sign-on and streamlined account management.
▹ Digital Engagement: Implemented SMS reminders and used MuleSoft for seamless integration across various systems.
The Results
The partnership between Aspire CRM and Tandridge District Council resulted in significant operational improvements and enhanced resident engagement. The implementation of the customer portal led to a substantial reduction in phone traffic as residents increasingly adopted the self-service option to manage their interactions with the Council. The new system improved efficiency by enabling faster query resolutions and reducing the need for follow-up calls, allowing customer service staff to focus on more complex issues. Resident satisfaction increased due to timely updates and greater control over their interactions with the Council.
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Reduction in customer service calls
Faster query resolution times
Increase in citizen satisfaction
WHAT our CUSTOMERS ARE SAYING
Customer Testimonials
“The process from our initial inquiry right through to project delivery was very smooth and professional. The team explained every step in detail and worked with our timelines for the project roll out which was very refreshing. As a small team, we had limited resources so having the dedicated support to help manage the set up was fantastic.”
“The whole team at Aspire CRM have been fantastic, They understood our needs perfectly and had weekly calls with us to inform us of progress made. I couldn’t have asked for a better company to partner with.”
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