On the Case

This week we started using a new case management product as part of our omni-channel, or "Many Channels, One Service" approach; but what does this actually mean for our customers?

Our Many Channels, One Service approach is part of our Digital Strategy 2020 to 2023, to deliver an even better level of customer service, consistently across a choice of channels for our customers.

It means whether you use our website, chatbot, phone us, or use one of our other channels, when you get in touch with a query we'll respond with the same high level of service, keeping you well informed along the way by email and an optional online account, as so many of us have now become used to if we buy a product or service.

Case management is integrated with My Account, and with over 30,000 households already signed up it means many of our customers already have a log in to see information about their enquiries, waste services, councillors, and more, all in one place.

Led by project manager Lizzie Reeves, during the first stage we'll be using it for some of the queries that come via our website which are dealt with by our Customer Services, and throughout this year well be expanding it to provide one consistently good level of service across our the many channels we offer our customers.