Case Study: Leeds City Council achieves a seamless citizen experience with Orlo

Leeds City Council cuts first response time to 7 min with Orlo

Leeds City Council, the second largest council in the UK, faced a significant challenge managing a large influx of inbound enquiries to its contact center. This surge, driven by both day-to-day issues and the cost of living crisis, stretched their Customer Service Team. To address this, they partnered with Orlo to implement a new strategy aimed at deflecting demand away from their phone lines.

Using the Orlo platform, the council implemented a collaborative approach, utilizing trained Social Media Agents to handle enquiries via social media and Messenger. This solution delivered phenomenal cost savings and increased efficiency. The team handled an average of 222 social enquiries daily with a seven-minute average first response time, and 88% of these enquiries were resolved without needing to be referred elsewhere. This successfully deflected demand, freeing up phone agents to handle more complex issues.

Leeds City Council