This initial integration was a resounding success and, since then, the self-serve system has been extended to other departments, most notably Environmental & Waste and Highways.
“However,” Chris explains, “we believe that implementation represents the first step in an ongoing process and the beginning of a long-term relationship. Our ability to fine-tune, adapt, and continually optimise existing services, while also advising on new technologies, is one of our greatest strengths. We aren’t just a product. We’re a partner.”
For the CEC, this aspect of Inform’s service provision is one of the reasons our customer service solutions are so effective.
Neil Jamieson explains: “Inform is an approachable, responsive, and proactive organisation… If there is an issue, they are on the phone straight away. They are visible and very present.”
Over the years, we’ve worked on fine-tuning the Council’s scripts and on responding to new types of query and emerging challenges.
“There’s a professionalism at Inform that allows us to make changes effectively because they can make hints, steers, and recommendations based on their experience in the industry,” continues Neil.
While we regularly offer our expertise and advise the Council, we also understand that each organisation operates in a distinct set of circumstances and faces unique challenges. With this in mind, we prioritise a two-way discourse. This approach has worked particularly well for the CEC.
Neil Jamieson emphasises that “employees are heavily involved in the reviewing of our calls and scripts and that’s something Inform have been very happy to support.”