Northampton Borough Council
Northampton is world famous for the natural beauty of its landscape, and its strong and historic tradition of arts and crafts. Northampton Borough Council is the largest district council in England. It has won Customer Service Excellence awards as a result of improving customer choice, enhancing service levels and cut wastage.
The Council has:
Increased the strategic scope of its customer contact strategy to incorporate additional methods of contact
Extended the number of services delivered through its Customer Contact Centre
Engaged with Macfarlane to assist with the implementation of its Customer Contact strategy with the Macfarlane system at its heart
An extensive range of over 50 Council services are now provided through the Contact Centre including: Housing Repairs, Housing Customer Services, Cleansing (waste, graffiti etc.), Complaints, ‘Councillor Contact Centre’, Environmental Health, Housing Needs, Tenancy Support, Council Tax, Benefits, Rent Income and switchboard answering for general enquires. These calls are serviced by 50 agents, handling around 6250 customer calls per week.
Macfarlane and Northampton Borough Council
Since 2006 when Macfarlane supplied the contact centre system to Northampton BC, they have worked together in partnership with the Council to provide a number of other services and systems.
These include a choice-based lettings (CBL) system for housing, Disaster Recovery (DR) consulting, integration to the Customer Relationship Management (CRM) system, increased number of agents and further council services.
Most recently Macfarlane has been engaged in a project to upgrade Northampton BC to provide them with the capability to handle multimedia conversations via web-forms and instant messaging as well as voice.
Throughout the relationship, Macfarlane have worked with the Council to understand their needs and translate these into solutions that add measurable value and efficiency.
In discussions on the future of the Council’s customer contact strategy, Macfarlane articulated the benefits of increased channels of contact which would enable the broadening of access to the council’s services and staff.
The Council saw the value of the proposition and based on Macfarlane’s strong partnership approach and excellent working relationship, entrusted them to translate the requirements into deliverables and outcomes.
Northampton Borough Council are able to provide its customers with multiple methods of contact based on their location, time of day and preferred device (phone, mobile, PC, tablet, laptop).
This broadens the scope and reach of the council, ensuring that accessibility to its services is widened and that contact with the organisation is focused, efficient, and of high quality.
Macfarlane looks forward to continuing to work with the council on further phases of its Customer Contact Strategy with the introduction of multi-channel capability with Contact+.