Case Study: Citizens Advice helps thousands more people find support with Cloud Technology Solutions

Citizens Advice Embarks on a Journey to Become a Transformational Organisation

Citizens Advice Manchester, part of the wider Citizens Advice network, needed a better way to manage call volumes and plan advisor capacity. It worked with Cloud Technology Solutions to build new dashboards using BigQuery and Looker Studio.

The dashboards gave the team insight into when call surges were likely, helping it prepare staffing more effectively and improve training for new advisors. In the first 12 months, Citizens Advice Manchester handled 6,000 more calls, allowing thousands more people to reach the contact center and find help. Cloud Technology Solutions also helped create a solution that could be replicated for other teams across the UK.

Citizens Advice

Julian Spencer

Business Support Manager