Case Study: Manchester City Council achieves 58% online channel shift with Verint

Manchester City Council achieves 58% online channel shift with Verint

Manchester City Council, the local authority for the city of Manchester, England, faced the challenge of modernizing its outdated 12-year-old CRM platform. As part of its 'Future Shape' transformation program, the council needed to improve citizen and business engagement, which was hindered by a legacy system that was difficult to use and offered limited functionality. The council partnered with vendor Verint to implement the Verint for Citizen Engagement solution to automate processes and create a better user experience.

Verint deployed its cloud-based citizen engagement platform in just seven months, including complex integrations with other council systems. The solution empowered citizens to interact with the council via their channel of choice, leading to a significant 58% channel shift to online services. This resulted in reduced demand on the contact center and allowed for the seamless delivery of services, such as reporting issues with photo uploads, to over 500,000 citizens.

Manchester City Council