Case Study: London Borough of Barking and Dagenham achieves major customer service savings and digital transformation with Agilisys

London Borough of Barking and Dagenham - Customer Case Study

The London Borough of Barking and Dagenham faced increasing financial pressure and needed to significantly reduce operational costs for its customer, revenue, and benefits services while maintaining customer satisfaction and shifting interactions to digital channels. To address this challenge, they partnered with Agilisys to identify efficiencies and transform their service delivery model.

Agilisys implemented a comprehensive transformation program that included new technology, a change management initiative, and process re-engineering. Key solutions involved deploying the Agilisys Knowledge system in the contact center and introducing the Agilisys Quality & Insight (AQI) tool for monitoring. The results were substantial, including £1.7 million in savings, a 65% increase in customer satisfaction within a year, a 33% increase in web contacts, and over 100,000 monthly transactions moving online. Agilisys also helped the council successfully eliminate its face-to-face benefits service, saving over £330k.

London Borough of Barking and Dagenham