Case Study: Lichfield District Council improves resident service with 8x8

Lichfield District Council decreases wait time and provides better service to residents

Lichfield District Council, a local government organization in Staffordshire, England, needed a modern, more responsive customer service system to handle resident inquiries and service requests. Its old setup was limited, slow, and costly to renew, creating long wait times, repeat calls, and difficult administration. The council chose 8x8, using 8x8 Contact Center and 8x8 Voice for Microsoft Teams as part of a broader XCaaS solution.

8x8 implemented a cloud-based platform with better control, easier reporting, speech analytics, and secure payments through 8x8 Secure Pay, supported by training and onboarding for staff. The results included a 60% decrease in average call wait time, chat inquiries rising from 30 to 300 per week, and lower call volumes, helping Lichfield District Council deliver faster and better service to residents.

Lichfield District Council

Claire Penny

Customer Services Manager