NHS Property Services: Customer Contact Strategy and Systems Integration
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Outdated technical solutions meant data quality and the management of information was poor, and there was a severe lack of collaboration between teams.
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Outdated technical solutions meant data quality and the management of information was poor, and there was a severe lack of collaboration between teams.