The Challenge
Calderdale Council needed to modernise its customer services, aiming for increased automation and reduced administrative burden. The challenge was to implement a multi-channel digital platform that could expand service offerings while reducing costs and improving customer service accessibility.
Our Solution
We implemented a multi-channel CRM system, integrating complex forms, web chat, and a virtual assistant into Calderdale’s administrative systems. This approach reduced repetitive tasks, maximised agent availability, and expanded customer service across social and digital channels. A collaborative change roadmap was also developed for future expansion.
“The implementation was first class. It was very cost effective, was delivered on time and on budget. The effort that the team put into this project was exemplary.”
– John Heron, ICT Project Manager, Calderdale Council
