Case Study: Kent County Council Improves Customer Service and Workflow Efficiency with Oracle Service Cloud

Kent County Council Improves Customer Service and Workflow Efficiency; Expands Service to New Customers

Kent County Council used Oracle Service Cloud to improve customer service and workflow efficiency in its business services center. The council needed a better way to manage HR support, payroll, and disclosure and barring services for more than 50 schools and academies across Kent, while handling workload pressures and expanding support to new customers.

With Oracle Service Cloud, Kent County Council replaced multiple inquiry systems for email, telephone, and mail with a single automated system. The council reported better workload management, more even distribution across 60–70 team members, three-day SLA responses for email and 24-hour responses for telephone queries, and new employment contracts produced within SLA parameters the first time instead of taking many weeks previously.

Kent County Council

Clare Alan-Waller

Business Centre Resourcing & Customer Services Manager