When Spelthorne Borough Council wanted to reduce call volumes and meet residents’ expectations on engaging with them, Capita’s Advantage Digital App solution provided the answer.
'Every month we get 3-4,000 hits on our app, and the drop in telephone enquiries means that I have a full time vacancy I don’t need to fill.'
Linda Norman, head of customer services, Spelthorne Borough Council
As a small local authority eager to make savings, Spelthorne Borough Council wanted to reduce the volume of enquiries handled by its call centre. At the same time, it became clear that residents’ expectations were changing too. Capita’s Advantage Digital Apps solution provided the answer.
“Our residents are used to using their smartphones for booking holidays and online shopping, and they wanted to find out council information for themselves at a time that suited them, rather than having to call us," explains Linda Norman.
So Spelthorne used Capita’s Advantage Digital platform to develop and publish an app which is hosted in the cloud.
Read the full case study here