What Clients Say
Below is a sample of quotations from our clients.
Client quotes
David Rowsell,Implementing Self Service was swift and easy - we were up and running with a fully customised service inside 4 weeks without a piece of hardware or software in sight… Customers can now receive instant answers to most of their enquiries 24 hours a day however they choose to contact us… Self Service is well into the third year of service and has now successfully answered over 1 million calls and 120,000 emails, freeing up our staff to deal with more difficult enquiries and improve work clearance times.
Her Majesty's Court Service
Tony Jackson,This is a fantastic achievement and we are really proud of the system. Not only is it delivering a much better service to customers, but it is also producing significant budget savings, which is really important in the current economic downturn.
Council Leader,
East Herts Council
Stuart Mitchenall,After making Self Service a success, handling significant numbers of the highly complex and difficult area of Revenues and Benefits, Tandridge District Council have opted for a corporate approach to the benefits of Self Service use. This has started with roll out to Environmental Services where it offers assistance and collects a wide range of information about refuse, recycling, streetcare and reporting vandalism, and with integration of our web online payments system. Now Parking and Housing sections will be added as part of the planned expansion programme, a key component of improving our customer services without significant expansion of our costs.
We make Self Service a decision of choice, and we have been delighted with the professional approach of the Inform team in helping the service grow. Inform have been able to take complex requirements and build them into highly efficient user friendly services. These allow interaction with our residents however and whenever they choose. Inform's experience and technical knowledge make them an important partner in the provision of 24/7 hour customer service.
Head of Customer Services and ICT,
Tandridge District Council
Kathy Seller,We have been using Self Service for over 3 years and it has now become an integral part of our service delivery.
Customer Services Manager,
Sutton Council
Belinda Black,The initial meeting with Inform was a concise and fast-moving session that didn't pull any punches. They gave a refreshing and informative insight into the good and bad sides of IVR and suggested the best ways to build user-friendly services that avoid the pitfalls associated with poor automated services, including our wish to give customers the option throughout to transfer to our call centre staff.
The financial and operational case for self-help services is truly compelling. The facts speak for themselves, over 18,000 calls successfully answered in the first two months with zero complaints. Staff productivity up, queue length and processing times down.
The benefit realised has exceeded the initial business case, providing an improved level of service that would have required an additional six full-time staff for the cost of less than two.
Backed up with top-notch account management and support from the Inform team demonstrating that they clearly understand this business.
Following the successful pilot for Revenues and Benefits we are now confidently looking to extend to other services later this year.
Director of Customer Services,
Ealing Council
Keith Purvis,We have successfully been using Self Service for over 3 years to provide a 24-hour facility to answer many of the general issues that our customers have in the area of Revenues and Benefits. This has allowed our experienced staff to concentrate on dealing with more detailed and complex matters and has certainly made a significant contribution towards improving our performance and overall efficiency.
Head of Financial Management,
Gateshead Council