Case Study: South Kesteven District Council achieves consolidated communications and improved access to services with Daisy Group

South Kesteven District Council - Customer Case Study

South Kesteven District Council needed to consolidate a fragmented, costly telecoms setup — a mix of NTL Centrex at the main site and separate BT lines at area offices — and had no effective way to manage incoming calls, measure call routing or deliver consistent customer service. To modernise access and communications they worked with Daisy Corporate Services (Daisy), choosing the Mitel 3300 IP communications platform and Mitel call‑centre software running over an Extreme data network.

Daisy implemented the Mitel IP telephony system, integrated the call‑centre software with the council’s CRM, rolled out 300 IP phones and delivered a single support package and training. The result was real‑time monitoring of queues and pickup rates, CRM‑backed agent handling, improved network stability and reduced downtime, easier remote phone management and the ability to reallocate staff to cut resident wait times — all supported and managed by Daisy.

South Kesteven District Council

Andy Nix

Service Manager