UK Council’s Secret to Slashing Email Overload and Supercharging Resident Support
In a move to improve resident services and streamline operations, a UK borough council has partnered with Britannic to implement INBOX – a powerful email management platform - that is transforming how the council interacts with its residents. Facing mounting demands and operating with a limited workforce, the council identified a critical need to improve its communication efficiency, reduce response times, and allow staff to focus on high-priority resident needs. The successful collaboration has led to a remarkable improvement in service delivery, setting a benchmark for technology-driven public sector innovation.
- The Britannic INBOX Solution
- A Dedicated, Structured Path to Success
- The Results of a Transformative Partnership
Addressing the Communication Challenge
The council recognised that managing resident enquiries via email had become a bottleneck, impacting its ability to deliver timely responses. Essential service requests, such as reporting missed waste collections, often faced delays as a high volume of emails clogged inboxes, and agents spent valuable time routing enquiries to the appropriate departments. Combined with the constraints of a hybrid workforce, the council sought an advanced communication solution to streamline processes and enable staff to prioritise complex resident issues.
Enter Britannic’s INBOX Solution
Britannic introduced INBOX, an intelligent email orchestration platform, designed to integrate seamlessly with the council’s existing contact centre. This solution automates responses for routine enquiries and directs emails to the correct departments, allowing agents to focus on specialised, high-impact support. A pilot programme proved INBOX’s ability to efficiently manage different types of resident queries—bins, council tax, benefits, and more—resulting in fast, accurate routing and a noticeable improvement in response times.
A Structured Path to Success
Britannic’s renowned Customer Success Programme provided a phased, strategic framework for the successful implementation of INBOX:
- Discovery and Collaboration - Britannic’s team engaged closely with council representatives to understand unique communication challenges. Together, they tailored the INBOX solution to handle various types of resident enquiries, ensuring seamless integration into the council’s existing infrastructure.
- Solution Design and Implementation - Following the collaborative design phase, Britannic configured workflows to align with the council’s needs. During a short pilot, each workflow was tested and adjusted for optimal efficiency, enabling accurate, automated responses and effective routing.
- Optimisation and Continuous Improvement - Early on, the council noted a significant drop in emails reaching the contact centre—a testament to the platform’s effectiveness in reducing inbox clutter and routing enquiries efficiently. With 60% of emails now managed automatically, agents were freed up to focus on residents with more complex requests.
- Long-Term Benefits Realised - The automated system enables agents to dedicate more time to high-impact tasks, like council tax and benefits enquiries. Automated prompts ensure that essential details are captured at the outset, minimising delays and enhancing service accuracy.
- Ongoing Support and Development - Britannic’s Customer Success team remains actively engaged, providing ongoing support and optimisation to adapt the system to evolving council needs and help deliver top-tier resident services.
Results and Benefits: A Transformative Impact
Since rolling out INBOX, the council has experienced substantial improvements:
- Enhanced Efficiency - With only 40% of emails requiring manual handling, the council’s contact centre team can dedicate more time to complex enquiries.
- Improved Resident Experience - Automated, customised workflows ensure residents receive swift and accurate responses.
- Increased Staff Productivity - Agents are able to focus on specialised support, contributing to improved resident satisfaction and greater job satisfaction for staff.
- Higher Data Accuracy - Automated prompts capture essential information upfront, ensuring that agents have the details they need to respond accurately and quickly.
Looking to the Future
The success of INBOX marks a significant step in the council’s commitment to modernising public service delivery. Through this partnership, Britannic has empowered the council to better serve its community with an efficient, resident-centred approach to communication. As a vital partner in the council’s ongoing digital transformation journey, Britannic will continue to provide support and enhancements, ensuring the council remains at the forefront of public sector innovation.
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