Pendle Council, working in partnership with government business process innovator Liberata UK, has implemented Jadu Continuum CXM (Customer Experience Management) as part of a wide-ranging digital transformation programme and seen a 95% reduction in footfall to its contact centre.
Pendle Council (population: 90,500), working in partnership with government business process innovator Liberata UK, has implemented Jadu Continuum CXM (Customer Experience Management) as part of a wide-ranging digital transformation programme and seen a 95% reduction in footfall to its contact centre.
The transformation programme has enabled key efficiency gains such as:
- Reducing total footfall to the council’s contact centre from an average of 2,000 per month up to August 2017, to less than 100 people per month now
- Reducing post volumes associated with Revs and Benefits by 50% between March 2017 and March 2018 as people instead chose to use online self-service
- 51% of all contact and transactions being made online in March 2018 (this was 17% in 2016)
- 11,274 cases being logged by customers using online forms in March 2018
This is one of the leading examples of a three-way partnership accelerating digital transformation and delivering intelligent customer engagement against the backdrop of economic challenges,” says Vijay Chandiramani, Executive Director, Liberata.
Liberata has worked with Pendle Borough Council since 2005 when a partnership was signed for Liberata to drive transformation and deliver a range of managed services.
In 2017, Pendle Borough Council and Liberata began looking for a new CRM system to integrate with its back office and payment systems. The aim was to give citizens the ability to transact online, track service requests and receive automated notifications when service statuses changed. Jadu Continuum CXM was chosen.
Jadu Continuum CXM keeps customers in the loop with progress of their requests and enquiries in real-time, enabling effective self-service and reducing the need for customers to call or visit the council office.
Jadu provides an excellent platform that keeps residents fully informed, but it has also helped us to be self-sustaining, which is really important for a council such as ours. That’s the beauty of a low-code platform. We have the power, knowledge and skills to develop and deploy processes end-to-end, which is vital for councils with limited budgets ” says Kathryn Halton Website Coordinator, Pendle Borough Council.
The first service built on Jadu Continuum CXM was Bulky Waste where Jadu took the lead, the second was Garden Waste where the council took on more responsibility and now Jadu has taken a step back as Pendle leads case developments.
Pendle Borough Council’s 'Rubbish and Recycling’ services scored 4 stars in the 2017/2018 for Better Connected.
With valuable advice from Liberata, we chose Jadu because it provides simple solutions to complex problems. Its cloud based solution means we have seamless processing of requests, real time data and transparency, which makes a world of a difference to the residents of our Borough,” says Dean Langton, Chief Executive, Pendle Borough Council.
Liberata business analysts looked at every scenario of the service delivery and mapped out processes. Once processes were decided, and in consultation with all key stakeholders, they were handed over to a team to build in Jadu Continuum CXM. The build team consisted of Liberata IT staff, a council web development officer and Jadu workers.
Each organisation provides unique value. At the council, we know our business, customers and legal requirements. Our staff live locally and want to serve their community. As a long-term partner, Liberata provides the invaluable objectiveness we need and an outside perspective. It excels at project management and keeps everyone on track and focused. Jadu provides the platform that enables our customers to effectively self-serve and enables us to be self-sufficient. Together, we have achieved some fantastic results,” says Kathryn.
JOIN US IN OUR FREE WEBINAR:
Sep 13th, 2018 at 2:00 PM - 3:00 PM BST
- Are you looking to shift your council's services online?Do you want to learn about other councils processes and workflows to help build out your own channel shift plan?
- Then join us on the 13th September 2018 for a free webinar with:
- Kathryn Halton (Website Manager, Pendle Council)
- Richard Friend (Vice President, Jadu)
- Vijay Chandiramani, (Executive Director of Strategy & Business Development, Liberata)
Time: 2:00pm BST - 3:00pm BST