Case Study

Lewisham Council

Around 180,000 users access the Council’s website each month, making approximately 375,000 visits in total. The website offers a wide range of user requests, covering a variety of available services, ranging from housing payments, refuse collection to registration services. The Council offers the same services via its contact centre.
 
Problem
 
Lewisham Borough Council was looking for operational efficiencies and a long-term solution to deal with a high volume of calls and website requests. Updating their Dynamics CRM v4 to the latest cloud-based version and integrating it with other systems was also a priority. The Council was seeking an all-encompassing solution that would save time and money whilst streamlining internal processes and improving user experience.
 
Solution
 
Using TKDialogs has facilitated the Council’s move to a cloud-based Dynamics CRM. TKDialogs has been used to develop self-service pages on the Council’s main website, for up to 40 separate services and departments, such as: registration services (Death/Birth/Marriage and Civil Partnership certificates), council tax payments, housing services and planning.
 
The TKDialogs forms and contact centre scripts integrate seamlessly with CRM Dynamics 365 and other systems used by the Council, such as the Capita payment portal.
 
Due to TKDialogs’ no code solution, business analysts within the Council were able to create over 100 active scripts/dialogs, each unique to the different requirements of each department and tailored to the needs of the residents, for both contact centre and website engagement.   
 
Result
 
The new system has been extremely successful for Lewisham Borough Council, in some cases saving up to five hours processing time.
 
For example, housing tenants can pay their rent, apply for an HMO licence, report a change of circumstances online using a straight-forward process without the need for further investigation. The time saved can be used more effectively on other work, cutting overall costs. The online registrar’s processes have also freed up 2 full-time resources, income generated has increased and substantial operational savings have been achieved.
 
Peter Searle, CRM Development Manager of Lewisham Council said, ‘We are very pleased with TKDialogs and the great support we receive from Pete and Ian in the technical support team. We would recommend it to any organisation, especially those in the public sector, who are looking to save development time and costs with a no-code solution.’
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