Maidstone required a self-service solution which encouraged and helped customers make use of existing forms, reporting and payment tools to reduce unnecessary contact from reaching the contact centre.
CartAssist self-service has been deployed to manage repetitive enquiry, allowing customers access to as much information as possible through multiple touch-points; directly reducing support contact and reducing the need for customer services to retain low level knowledge; promoting an up-skill in agents.
The agility and speed with which content can be delivered through CartAsssist has allowed Maidstone Borough Council to react quickly to customer search trends on topics such as local elections and Brexit.
During testing, Maidstone Council recognised an opportunity to deploy CartAssist across their internal intranet estate to support communication between departments and further improve efficiencies across the council. A full intranet solution is now being deployed within the same licence.
- Up To 15% reduction in calls
- Up To 40% reduction in emails
- 9% of all visitors now use CartAssist to complete their online journey