Case Study: Southampton City Council improves customer experience and efficiency with Verint

Southampton City Council processes 28,000 forms per month with Verint

Southampton City Council faced a challenge with over 200 confusing and inconsistent online forms, leading to high volumes of incorrect submissions and additional manual work for staff. To create a holistic, digital self-service strategy, the council partnered with Verint and implemented Verint for Citizen Engagement.

Verint redesigned and migrated the council's forms onto its platform, introducing features like a Pre-Form Checklist and In-Form Triage to guide citizens and increase self-service. This solution automated processes and integrated with the council's systems. The results include processing more than 28,000 forms per month with reduced errors and resolution times, significantly improving efficiency and the citizen experience for Southampton City Council.

Southampton City Council