By **Mayur Pitamber**, Senior Solutions Marketing Manager
By Mayur Pitamber, Senior Solutions Marketing Manager
Despite financial challenges, local authorities are finding new ways to operate. Top leadership are supportive of embracing digital technology faster as they recognise the benefits of a “cloud first” approach.
1https://www.local.gov.uk/parliament/briefings-and-responses/lga-briefing-debate-local-government-funding-house-commons
More councils are moving to innovative cloud technologies that allow staff to be connected remotely to the corporate network to access systems from any location and any device.
Field-based staff can use their mobile devices to respond faster to problems and don’t need to wait to return to their desk to log an issue.
By utilising best-of-breed cloud technology, the software enables and drives flexible working and desk compression transforming behaviour, across the organisation. That allows staff to fit their work around other commitments and reduces the amount of office space required which helps save cost.
The latest digital tools enable local authorities to completely redesign customer communications from the front end to back office onto a single platform, rather than applying a sticking plaster of new technology over bad practices.
Drawing on our experience of working with local and central government, we understand how complex, departmentally-focused IT solutions have historically been used.
That’s why 8x8’s Dynamic Integration Framework connects existing business applications with X Series to enhance the experience of every customer conversation. 8x8 enables users to leverage turnkey integrations with best-of-breed business tools for CRM, productivity, help desk systems and more.
Combining communications with popular business applications like Salesforce creates one system of engagement that enhances frontline staff responsiveness and customer experience.
Citizens no longer differentiate between a local council and a global online retailer—they expect the same level of service. Adding an 8x8 softphone into Salesforce enables council staff to take, make and manage calls within the application enabling faster, more personalised engagements.
8x8 Dynamic Integration Framework
Typically council service representatives handle upwards of 50 inbound and outbound calls daily.2 Integrating all channels of communication within a CRM makes it easy to communicate and access information from a single location without switching applications.
Integrating a council CRM system with a cloudbased telephony solution makes it quicker and simpler for frontline staff to respond to service queries or share information internally. Information captured can help with service improvements for the local community.
Offering a webchat channel for residents as the first point of contact means staff can participate in three or four chats simultaneously and even securely receive documents, making it an efficient way to engage with residents, while also giving them another channel to communicate. Staff can also record, merge, warm transfer, hold and resume calls. Call logs can help managers keep track of service queries, issues discussed and whether or not it was successfully resolved. Additionally, follow-ups help managers assign the next step to accelerate resolution.
2https://www.indeed.co.uk/cmp/Southwark-Council/reviews?fjobtitle=Customer+Service+Representative
Find out how 8x8 can help you manage citizen interactions through any channel, by contacting our dedicated public sector team at uk-publicsector@8x8.com
For more information call 0333 043 8888 or visit 8x8.com/uk-public-sector
