Ensuring seamless community access to council services lies at the heart of their mission, as evidenced by the growth from a few customer experience officers to a fully functioning team. In 2019, the council embarked on a journey to enhance the overall customer experience throughout the entire organisation. The goal was clear: to revamp the frontline customer service to ensure seamless community access to council services. This commitment to customer-centricity drove the need for modernising outdated technology. The urgency of this transformation became even more apparent during the COVID-19 outbreak when staff had to self-isolate in accordance with government and health guidelines.
Ericom recommended maintaining and evolving the telephony system, upgrading end-of-life equipment, and maximising the potential of the new cloud structure. They also extended the Genesys platform into visitor centres and tourist parks to further enhance customer experience and community engagement.
