Maidstone Borough Council delivers leading digital self-service to it’s citizens

Case Study

Client: Maidstone Borough Council
URL: www.maidstone.gov.uk
Date: 13th December 2016
Overview: To reduce unnecessary contact to the contact centre.

To find out more about how CartAssist could help you control the cost of contact, why not contact us for a free consultation.

What They Say

“Maidstone Borough Council are very happy with the results that we are seeing from using the CartAssist solution.

They are a great team to work with, they bring a fresh approach to dealing with council customer contact.”

Paul O’Grady
Digital Team Leader – Transformation
Maidstone Borough Council

Business Case

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.

Our Solution

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.

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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.

Results

- Up To 15% reduction in calls
- Up To 40% reduction in emails
- 9% of all visitors now use CartAssist to complete their online journey

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Dan Kurk

I am a digital transformation, AI technology, and data analytics‍‍‍ evangelist with over 15 years of B2B pre-sales, sales, marketing and operational experience principally in the software solutions and environmental bio-technology sectors.

From strategy to delivery I love bringing ideas to realisation – Starting with a basic ou‍‍‍tline or concept and transforming it into a viable, professional offering and delivering that product or service to market.