Accelerators/Customer Services

Every contact, counted and connected.

Every contact your residents make, in one view — including the ones that arrive as a complaint, an FoI or a member enquiry.

Book a demo Customer pack (sign in)

What we have delivered

4

report modules, built and documented

0

manual steps in a refresh

1

view of a resident, across channels

Questions it answers

Built around the questions directors ask

What are residents actually contacting us about?
Are complaints telling us something we already knew?
Can we answer members and FoI requests on time?

Report modules

Four modules, one joined-up view

CUSM1

Customer Contacts

Volume by channel, service and reason.

CUSM2

Complaints

Stage, outcome and time to respond.

CUSM3

FoI Requests

Volume and statutory compliance.

CUSM4

Member Enquiries

Volume and turnaround by service.

These four modules are documented and ready on day one. Anything your service reports on that is not here is built on the same framework, as part of the same subscription — this is where we start, not where we stop.

What it takes from you

Not much, and nothing to prepare

We have built customer services reporting before, so we are not starting from a blank page and neither are you. The framework already knows how this service works and where the statutory returns come from. What it needs from you is a little time and your local knowledge.

Read-only access, granted once Your IT team sets it up in an afternoon. We read; nothing is ever written back to your systems.
A few hours of testing An analyst and a service lead look at the first cut and tell us where a number does not look like theirs. That is the whole of it.
Your local definitions Every council counts things a little differently. We tune the framework to how you do it — localising what already exists, not building something new.

There is no data warehouse to stand up first, no discovery phase, and nothing for your team to get ready before we start.

Customer documents

The Customer Services accelerator pack, and 4 module specifications.

These are written for customers and are not published openly. Available after sign-in.