Case Study: Canal & River Trust cuts contact costs by 33% with OpenContact’s multichannel support and AI chatbot

Canal & River Trust cuts contact costs by 33% with OpenContact

Canal & River Trust, the UK's largest waterways charity, needed to transform its customer contact operations to improve efficiency and reduce costs while maintaining a high-quality, customer-focused service. The Trust partnered with OpenContact to overhaul its processes, add digital channels like live chat and social media, and achieve higher first-contact resolution to reduce escalations to its internal teams.

OpenContact implemented a comprehensive solution including multichannel support, an AI-powered chatbot named "Lockie," an intelligent IVR system, and a new CRM. This transformation led to a 33% reduction in cost per contact and a 30% decrease in email handling costs. OpenContact also helped increase boat licence revenue for the Trust and consistently maintained operational costs below budget.

Canal & River Trust