Case Study: Sheffield City Council achieves 60%+ automated NLP call handling and resilient omni-channel services with Content Guru's storm platform

Sheffield City Council - Customer Case Study

Sheffield City Council, one of the UK’s largest city councils serving 575,000 residents, faced an outdated, voice-only contact system that lacked flexibility, omni-channel capability, scalability for contact spikes, and granular real-time reporting. To transform its customer engagement and improve community relations the Council engaged Content Guru to move to a cloud-based contact centre using the storm platform (including storm CONTACT, storm FLOW and storm VIEW).

Content Guru implemented the storm platform—combining storm CONTACT, storm CONTACT:WEB CHAT, storm FLOW, storm VIEW and related modules—to centralize services, enable rapid self-service design, NLP routing and integrated reporting. The deployment was completed quickly (before Covid-19 lockdowns), enabled 100% of employees to work remotely, automated over 60% of NLP-enabled calls, shifted 11,000+ calls a year away from agents, improved first-contact resolution and integrated automated repair logging with the Council’s systems.

Sheffield City Council

Simon Gunnell

Operational Manager