Accelerating digital transformation with low-code solutions in Pendle Council. Pendle see 95% decrease in contact centre footfall.
The partnership that gets results
Pendle have worked with Jadu since 2003 and Liberata since 2005 to help develop their services for the likes of HR, Revs and Benefits etc.
This year, Pendle implemented Jadu Continuum CXM as part of its digital transformation strategy. As part of their strategic objective around customer services, they needed to find a cutting edge CRM system to improve their online engagement and accelerate channel shift.
Liberata is helping Pendle to get rid of clunky legacy systems that made service delivery hard. Together, Liberata and Pendle are reviewing processes from end-to-end, to make sure they’re designed around the individual customers. This has already lead to service savings that have been able to be reinvested back into other services.
Kathryn Halton, Website Co-ordinator from Pendle oversees and manages the platform for delivering Pendle as a digital customer focused organisation. She shares the digital journey of the council so far to date, higlighting some huge results.
Vijay Chandiramani, Executive Director of Strategy & Business Development shares how Liberata help local authorities get results through key business processes and service delivery support, helping to digitise and automate services.
The results so far for Pendle:
Footfall in to their contact centre decreased by more than 95% (from 2000 to less than 100)
51.23% transactions are now made online
13,749 cases logged online
50% reduction in post to the council
61% increase in traffic month-on-month via mobile/tablet
With Jadu Continuum CXM now in place, Pendle can manage customer interactions and expectations in real time and service requests can be monitored closely throughout delivery.
Dean Langton, CEO Pendle, our self-service journey.
Catch up on our webinar
Last year, we hosted a webinar with Liberata and Pendle Borough Council. We talked about how the results above were achieved, the end-to-end service delivery and how the partnership worked together to improve this area to gain beneficial results.
“Jadu provides an excellent platform that keeps residents fully informed, but it has taught us to be self-sustaining, which is really important for a council such as ours” says Kathryn Halton Website Coordinator, Pendle Council.
“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”.
To top things off for Pendle this year in terms of their digital transformation, Pendle have been awarded 4 stars in the 2017/18 Better Connected survey for ‘Rubbish and recycling’. This was due to the ease of finding the information needed and ordering a garden waste collection.