Unifying a Digital Customer Experience for The NHS

Leading Resolutions were engaged to deliver a unified digital customer experience.

NHS Property Services brings property and facilities management to the NHS estate. It is a complex commercial landscape with many service providers.

For such a complex landscape, the lack of integrated applications inhibited collaboration, and some core business activities were not being performed adequately. These activities included accurate billing of customers and the collection of rent.

The Challenge

Delivering a unified customer experience was paramount in the light of customer service issues and increasing complaints. To add to this, a high volume of calls went unanswered and customer enquiries were repeated. When calls were answered, they were not always recorded, and so, there was no audit trail.

Outdated technical solutions meant data quality and the management of information was poor, and there was a severe lack of collaboration between teams.

The Solution

We firstly evaluated the customer contact centre options and presented recommendations for a digital solution. From this, we produced a customer contact centre strategy paper which focused on delivering a unified customer experience. We then assessed people, process, and technology against the industry standard maturity scale and set goals accordingly, and our experienced project team was then deployed to implement the selected digital solution.

The Deliverables

The team were tasked with: documenting all major customer journeys; establishing organisation-wide processes for consistent resolution of customer queries using “ONE” approach; deploying a centralised common case management tool for all agreed customer contact channels.

The Results

Increased customer satisfaction – Increased customer satisfaction due to managed and consistent customer engagement, with 1st response reduced from 20 days to 24hrs.
Customer contacts – 58% increase in customer contacts coming into the business
Effort Scores – Since go live customer effort scores have changed from 0 to 5 (double score)
Segmentation of customers for reporting – Segmentation of customers for reporting is now possible – data now available to support the business to provide better service to their customer.