Case Study: London Borough of Barking and Dagenham improves resident support and efficiency with 8x8

London Borough of Barking and Dagenham repairs resident support

London Borough of Barking and Dagenham faced challenges with an outdated on-premises communications system that limited remote work, offered little analytics, and struggled to support high resident call volumes. The council needed a faster, cloud-based way to improve service for residents, especially during the pandemic, and turned to 8x8 Work and 8x8 Contact Center.

8x8 implemented the new platform in just two weeks, supported by 8x8 Professional Services, enabling remote work, stronger reporting, and easier call handling. The council also added 8x8 Intelligent Customer Assistant, which automated 57% of tax-related inquiries and saved 255 hours in a single month, while 8x8 video elevation helped resolve issues faster and reduce on-site visits.

London Borough of Barking and Dagenham

Paul Blake

Customer Service Officer