London Borough of Havering Council transforms its customer services operations

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London Borough of Havering Council transforms its customer services operations

Havering Council selected Sabio to implement a solution based on core Avaya technology. This project will help transform how it deals with customers, while at the same time saving money.

Business Challenge

The council was committed to improving how customers could contact the Council and ensuring that they always had access to the right contacts.

Sabio Solution

Havering selected Sabio to support its transformation activities and improve staff productivity by implementing an integrated customer services solution with a next generation Avaya customer contact infrastructure.

Benefits Targeted

Since the start of the Sabio Avaya project, the Council is on track to:

  • Reduce the amount of avoidable contact from 14 percent to six percent by 2014
  • Achieve target efficiency and operational savings while keeping spending to agreed budget levels
  • Optimise WFM and get closer and closer to adherence targets
  • Integrate with CRM and use Sabio’s Thin Client CTI solution to shave up to 15 seconds from the start of each call

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