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East Northamptonshire Council is to implement Jadu Continuum CXM to better manage its customer interactions and services.
The council, which serves a population of 90,000 residents, claims that approximately 50 per cent of all customer calls received concern waste services. Therefore, the first service to move to the Jadu Continuum CXM platform will be missed bins in October, followed by bulky waste collection and green waste services.
Julia Smith, head of Customer and Community Services at the council, said: “Missed bin collection accounts for over 3,700 transactions a year, of which only 45 per cent are currently handled online, so it’s a good place to start. Jadu Continuum CXM gives residents direct access to their cases and acts as a digital concierge to ensure they’re always kept up to date with the progress and status of their interactions with the council. Such transparency will help make digital services the preferred channel, which is important in bringing down costs and freeing up resources for unavoidable contact.”
CXM provides a seamless, intuitive and consistent experience for services teams and customers, and will add to the use of Jadu Continuum CMS, an easy to use publishing tool and Jadu Continuum XFP, a powerful, secure and flexible eForms solution, which the council have been using since 2008.
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