The key benefits of a system like this are firstly that once people are signed up they’re not calling us so much, and secondly that they can print their documents off online rather than us having to post them out, which obviously saves us a considerable amount of time and money.
One of the main benefits of this platform is that it is very customer friendly in the way it looks and feels. We’ve had a lot of feedback from customers saying that they like the interface, it’s nice and clean-looking. It’s very simple, easy to navigate. That’s worked really well.
Working with a single supplier to develop one gateway for all Council interactions
Our aim was to create a single platform that customers can use to interact with the Council, so it was beneficial that we ended up with one supplier to manage all of that. It’s obviously a plus.
A single platform for customers
Now customers can go online and carry out a wide range of interactions including; paying for, applying for and reporting services. It’s a really diverse platform.
Automatic updates for customers
It’s really good for customers because now we can give them automatic status updates. They no longer have to call in to ask us when something is going to happen. We send them an email automatically and say ‘You’ve been awarded a new benefit, go and look at your account.’
Enables the Council to respond to customers more quickly
It’s much quicker now that customers can interact with us online. Previously you’d have to fill out paper forms or spend time making sure that enquiries were directed to the right person. Now it’s much quicker because you’re not filling out a bit of paper or sending an email to someone that potentially sits in their inbox for a few days. It’s all done in real time.
Reduces the number of different systems that need to be maintained
Building a single portal means that we’ve been able to decommission legacy systems along the way as we don’t need to use them anymore. Obviously that means we’ve saved money as well as saving maintenance costs because we’re not running multiple different systems now that everything is in one place.
We’re very committed to our channel shift strategy. One of the things we’re really pleased about is that we’ve got a really good platform now where people can go on and pretty much do anything they like online. That’s really good.
Working with Abavus
This project has been challenging in terms of the time pressure we were under and the volume of data we were dealing with. We weren’t looking for an off the shelf solution but needed something brand new, tailored to our requirements. Working with the team at Abavus, including getting to know the developers, has been really helpful. They came over to meet with us and we really appreciate how hard they work and the skills and expertise they have.
Customers and staff share the same view
The CRM capability means that when customers phone up the contact centre the agents there are using a version of the same platform to record their activity and record things for the customer if they can’t self-serve. Customers and staff are seeing the same thing, using the same interface.