Delivering a great customer service for citizens across multiple channels
Improving customer relations in the public sector are not only about the optimisation of customer services, but also about how a public sector organisation engages with citizens across all services.
The implementation of channel shift enables our clients to deliver services and engage with their citizens across a range of digital and traditional channels. By moving services online, providing self-serve functions and empowering residents to engage effectively via digital platforms, we help our clients increase customer satisfaction and generate cashable efficiencies.
Employing new technology to make a difference
We provide customer service centres and multi-purpose facilities for our public sector clients, offering a variety of face-to-face services to the local community; these channels are supported by telephone, email and social media customer service as well as self-serve options for using council services.
Our intelligent CRM, IT and telephony systems help our clients to achieve a single view of their customers across services and gain valuable customer insights – enabling a service provision tailored to citizens’ needs.
By offering new channels and self-serve options to residents, public sector organisations can free up front-line staff to deal with more complex enquiries and offer support for people requiring special assistance.
Our experience of providing market-leading customer contact solutions for global brands enables us to consult our public sector clients on how they can interact with citizens in the same way companies do with their customers. By implementing solutions that are tried and tested elsewhere, supported by training for customer service teams, we work with our clients to introduce new ways of communicating while addressing concerns around reputational risks and loss of control.
Implement channel shift to increase customer satisfaction and cut costs
By providing self-serve and multi-channel contact options for citizens, clients can improve customer satisfaction and speed up administrative processes.
Our Sefton and Chesterfield public sector partnerships work within the Cabinet Office's Customer Service Excellence standard.
Our local authority teams deal with around 800k calls and nearly 200k face-to-face contacts per annum.
The partnership [with Arvato] decided that, by making a significant investment in the local customer service facilities, we could improve customer satisfaction and access to services, while also saving money through efficiencies and lower costs. The project, which was largely funded by Arvato, has had a significant impact on customer satisfaction in the borough and is helping to connect customers with new payment methods and self-service options.Councillor Sharon Blank, executive member for customers and communities, Chesterfield Borough Council