Case Study: Dorset Council Partnership (Dorset Council) achieves faster benefit claim processing with Textlocal SMS

Dorset Council Partnership reduces claim processing time with SMS

Dorset Council (the Dorset Council Partnership covering West Dorset, North Dorset and Weymouth & Portland) needed to streamline its benefits contact centre to send appointment reminders, claim updates and follow-ups and to drive customers to online portals. To address this, they worked with Textlocal to introduce SMS communications via the Textlocal platform.

By using Textlocal SMS, the council achieved faster responses, reduced time spent chasing customers by phone or email, and improved reach to vulnerable residents who prefer text. The initiative delivered measurable gains: an 18.5% reduction in benefit claim processing time for WDDC (average 4.61 days per claim) and a 19.95% reduction for WPDC (average 4.71 days per claim), helping modernise services and improve customer service.

Dorset Council

Tina Frampton

Benefits Manager