reducing avoidable contact NI14
Achieving customer satisfaction…
What do your customers want when they book ANY resource or service?
They want to be able to book what they want; when they want; how they want.
They want the transaction to be quick, simple, effective and accurate.
They do not want to queue, or have to go through a different and rigorous process every time they contact a different council department.
…and that’s just for starters…
FACT: 68.6% (41,817,847) of the UK population are internet users
Source: Internet World June 2008
ebooking with connect2
With call centres and customers using a single ebooking portal for council services and resources it is a
WIN/WIN situation:
The customer wins…
No waiting time or phone queues
Immediate resolution of enquiry
Email confirmation of booking – speed of acknowledgement
Real time information – no danger of double bookings or trying to book using out of date information
Consistency - call centre and website have the same information
Can be accessed from home; work or public access PCs
Have a record of everything they’ve booked – past, present and future
Can be easily notified if any changes are made that modify the booking e.g. if room availability cancelled
Through self-service they have 24/7 access to council services
The council is aware of an individual’s preferences and can alert them of relevant future services
The council wins…
Reduction in calls and achieving avoidable contact – working towards NI14
Only deal with calls that require a level of interaction
Simplicity and ease of use
One interface for multiple departments
Increases website traffic
Makes the council website the primary access point for booking information
Consistent approach to ebooking - works across all channels and services
Achieves high take up from customers
Enables the council to gain a greater level of customer intelligence, which in turn means it can accurately segment and communicate with citizens
Provides reporting – on demand
Delivers consistent data – enables benchmarking and analysis
Can easily notify citizens of any changes that are made that effect their booking e.g. if the start time of an event changes
Provide self-service – 24/7 access to council services
Cost efficiencies
ebooking not only helps reduce unecessary contact, it also improves service delivery; facilitates significant cost savings and gives a great customer experience.
Lorensbergs believes that every council is different, however they are united in the challenge of achieving NI14 scores. connect2 can make a significant impact to improve your service delivery.
Why not contact us for a FREE needs assessment today on 01992 415500... Plus ask us for
login details for our connect2 demo site.
