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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.
By Graham Payne, CEO of Opencell, ensuring everyone indoors has network.
Your mobile phone rings at work, it’s an important call and you need to answer but when you pick up, the call drops. After a few failed call-back attempts, you realise you need to go outside to get a good connection. So off you go to return the call you can’t miss, in a way that wastes more of your time than necessary, out in the open (oh no!) it’s raining, and quite frankly you need to be getting on with that work left over from yesterday, and now the wind is making it hard to hear…