In September 2016, Jadu Continuum CXM, a cloud based solution for creating and managing customer conversations and helping keep customers in the loop with their requests and enquiries in real-time, was chosen to give residents direct access to their cases and act as a ‘digital concierge’.
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This included integration, training, consultancy and data migration assistance and an initial three case types, beginning with Garden Waste. Procurement was managed via the Government’s G-Cloud Digital Marketplace.
“We spoke with fellow Jadu Continuum CXM users at the Royal Borough of Windsor and Maidenhead and the feeling was that as Garden Waste is actually quite complicated, it was a good one to start with and to tackle head on” said Mike Airey, Programme Manager, Swindon Borough Council.
CASE STUDY: Glyn Peach, CIO
In partnership with Methods Digital and JADU, Swindon Borough Council is aiming to go ‘digital first’, with a new Customer Access Strategy aimed at taking 85% of transactions online by 2020.
Business Intelligence Dashboards
Tom Slack, Performance Analyist at Swindon, discusses and demonstartes business intelligence & analytics dashboards using Power BI & Continuum CXM. This was all developed in-house using the My Account data to create exceptional reporting that the council can use to streamline and improve services.